Carrington Mortgage Services LLC

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 resolvedThe issue which CMS brought up regarding it taking two weeks before we submitted valid signatures was due to them never notifying us this was neededWe only were made aware of this after waiting almost two weeks and calling to get an updateWe've since done a verbal verification after being told of the day turnaround, as we could not wait this long for the informationThe information that was needed has been obtained and no further action is required from CMS Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Loan number [redacted] had the same problem in which the escrows for taxes and insurance change and we were not given notice of the sameAs you can see from the attachment that Carrington carried over the escrow shortage on that subject loanThey did not place the funds received in a suspense account like they did with the other loanNo where in the loan documents is it disclosed that there is a threshold of which if escrows are short that they will only accept full payment if less than a shortage of This amount is not disclosed anywhere and after to speaking to [redacted] at Carrington he said that is an internal amountEither Carrington should have applied the payment received for the loan to Principal, interest, taxes and insurance like the attachment or sent back both paymentsAgain I am requesting that Carrington remove the days late from the credit bureaus and apply the principal interest taxes and interest payment received in December appropriately Regards, [redacted]

February 19, [redacted] ** [redacted] RE: Case No: [redacted] Loan No.: [redacted] Property Address: [redacted] , [redacted] Dear Mrand 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 January 25, 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 allege that after your loan transferred to CMS you noticed an increase in your monthly payment, and when you called CMS to inquire about the payment increase, you were informed by a CMS Representative that you did not have to pay the increased payment amount You go on to say that you later paid the short payment amount of $79.10, but you claim that your loan payments have not been properly credited to your loan since the loan transferred In addition, you claim that CMS has assessed late fees and inaccurately reported a late payment on your loan to the credit agencies At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“***”) to CMS on or about April 2, At the time of the service transfer your loan was contractually due for the April 1, payment with a credit in your suspense account in the amount of $1, While CMS began servicing the loan on April 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at 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 April 2, CMS received a payment in the amount of $ This payment was combined with the funds in suspense of $1,for a total of $1, That same day, CMS applied from your suspense account the April 1, payment in the amount of $1,862.43, and $was applied to principal curtailment Subsequently, on April 7, 2015, CMS sent you a billing statement that showed this payment transaction and billed you for the May 1, payment in the amount of $1, A copy of this statement is attached for your ease of reference On April 29, 2015, CMS received a payment from you in the amount of $1,and this payment was applied to your May 1, payment in the amount of $1, Subsequently, on May 1, 2015, CMS sent you a billing statement that showed this payment transaction and billed you for the June 1, payment in the amount of $1, A copy of this statement is attached for your ease of reference On May 28, 2015, CMS received a payment from you in the amount of $1,and this payment was applied to your June 1, payment in the amount of $1, Subsequently, on June 1, CMS sent you a billing statement that showed this payment transaction and billed you for the July 1, payment in the amount of $1, A copy of this statement is attached for your ease of reference On June 2, 2015, an Escrow Analysis was completed This Escrow Analysis was completed as part of the post service transfer requirements mentioned above That same day CMS sent you an Annual Escrow Account Disclosure Statement (“AEADS”) A copy is attached for your ease of reference The purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning August 1, and ending July 31, More specifically, the AEADS projected that your yearly county taxes would be $5,524.38, your yearly homeowners insurance premium would be $882.00, and your FHA insurance premium would be $1, Correspondingly, your total disbursements for your escrow cycle beginning August 1, and ending July 31, were calculated to be $7,The total projected escrow advances divided by twelve (12) equals $per month and represents the required escrow payment beginning August 1, In addition, please note that a mortgage servicer is permitted by law to collect an escrow cushionAn escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawnThe reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow accountBecause escrow items remain the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds Specifically, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle which is over a twelve-month periodAdditionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amountIf you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.S Department of Housing and Urban Development website at [redacted] In light of the above, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning August 1, and July 31, The total escrow cushion that CMS may collect is $1, It is important to note that the 1/6th calculation does not include any FHA insurance portion for this purpose For an explanation of the escrow shortage please refer to the next section of the AEADS, below the Projected Escrow Activity from August 1, and July 31, and note the projected low point balance of -$1,for July Looking at the next column for the same date under “Required”, please note that the low point balance should be $1,(1/6th cushion) As such, CMS is collecting the -$1, shortage and the $1,required low point balance, which added together, equals $2, This escrow shortage is being collected over a twelve (12) month period starting with your August 1, payment, resulting in a monthly shortage collection in the amount of $ The following is a summary of the total payment amount beginning August 1, Principal and Interest Payment $1, Escrow Payment $ Escrow Shortage $ Total: $2, On June 27, 2015, CMS received a payment from you in the amount of $1,and this payment was applied to your July 1, payment in the amount of $1, Subsequently, on July 1, CMS sent you a billing statement that showed this payment transaction and billed you for the August 1, payment in the amount of $2, A copy of this statement is attached for your ease of reference On July 24, 2015, another Escrow Analysis was completed This Escrow Analysis was completed due to a reduction in your county tax bill That same day CMS sent you an updated AEADS A copy is attached for your ease of reference The purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning September 1, and ending August 31, More specifically, the AEADS projected that your yearly county taxes reduced to $4,651.67, your yearly homeowners insurance premium remained at $882.00, and your FHA insurance premium also remained at $1, Correspondingly, your total disbursements for your escrow cycle beginning August 1, and ending July 31, were calculated to be $6, The total projected escrow advances divided by twelve (12) equals $per month and represents the required escrow payment beginning September 1, As mentioned above, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning September 1, and August 31, The total escrow cushion that CMS may collect is $ Please note that the 1/6th calculation does not include any FHA insurance portion for this purpose For an explanation of the escrow shortage please refer to the next section of the AEADS, below the Projected Escrow Activity from September 1, and August 31, and note the projected low point balance of -$for February Looking at the next column for the same date under “Required”, please note that the low point balance should be $(1/6th cushion) As such, CMS is collecting the -$ shortage and the $required low point balance, which added together, equals $1, This escrow shortage is being collected over a twelve (12) month period starting with your September 1, payment, resulting in a monthly shortage collection in the amount of $ The following is a summary of the total payment amount beginning September 1, Principal and Interest Payment $1, Escrow Payment $ Escrow Shortage $ Total: $1, Thereafter, the payment history shows that you made payments on your loan but, the amounts received from you were less than a full monthly payment amount As such, the payments received were applied to the suspense account The payments remained in suspense until additional funds were received to complete a full monthly payment At that time, the next contractual payment due on the loan was applied from the suspense account Additionally, CMS sent you monthly billing statements that showed the payment transactions on your loan, and billed you for the next monthly payment due Attached for your ease of reference are copies of the billing statements dated, August 18, 2015, September 18, 2015, October 1, 2015, November 18, 2015, December 18, 2015, January 18, 2016, and February 4, Below, for your ease of reference is a payment history from the date of the service transfer to February 5, Based on the foregoing, we conclude that CMS has applied the payments received from you promptly upon receipt and in accordance with the established policy and procedures Additionally, CMS sent you timely notifications of the upcoming payment amount changes on June 2, 2015, and again on July 24, 2015, and on monthly billing statements As of the date of this letter, your loan is past due for due for the February 1, payment in the amount of $1,860.68, with a suspense account balance of $1,480.14, and outstanding late fees in the amount of $ Lastly, our review indicates that the information reported to the credit agencies as of Feruary 4, 2016, properly reflects your loan information and status CMS is obligated by federal law to provide timely and accurate credit reporting regarding the current loan status, payment history and loan information Therefore, no changes will be made to the reported information at this time 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:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou 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 bureausLate 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 purposeThis 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 ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -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:a.mto 8:p.mEastern Time or by mail at [redacted] ***

October 5, ORIGINAL SENT VIA REGULAR MAIL [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Property Address: [redacted] Dear Mr [redacted] , The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on September 9, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe 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] (“***”) to CMSYou go on to say that CMS has incorrectly reported your account status to the credit bureaus, generated mortgage statements, wrongfully collected fees, lied about your account status, failed to apply your mortgage payments, and is no longer providing you with monthly mortgage statementsAs a result, your desired resolution is for CMS to stop collecting fees, to correctly report your account status to the credit bureaus, and to provide you with monthly mortgage statements At the outset, please note that the servicing of your loan was transferred from [redacted] (“***”) to CMS on or about April 2, At the time of the service transfer your loan was contractually delinquent and due for the March 1, payment As you are already aware, CMS previously received your inquiry filed with the [redacted] Attorney General’s Office in our office via email on June 2, Please note that your prior inquiry raises some of the exact same issues as this current inquiryAccordingly, CMS researched your loan and a response was submitted to the [redacted] Attorney General’s Office on July 30, Please further note that on this same date the original response was sent to you via regular mailFor your reference, attached hereto as Exhibit “1” please find a copy of CMS’s response to your June 2, inquiry Regarding your account status and CMS’s reporting to the credit bureaus, our records indicate that we last reported your account information on August 10, to all of the major credit bureausFurthermore, CMS is obligated by federal law to provide timely and accurate credit reporting in regards to your account status and payment historyCorrespondingly, we submit that the information reported to the credit bureaus is correct and properly reflects your account status and payment history In addition, pursuant to the Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS will suppress credit reporting for the next sixty (60) days due to the filing of the subject complaintIn other words, CMS received your complaint on September 9, and the sixty (60) days will expire on November 9, Moreover, after a thorough review of your allegations, CMS is unable to determine your specific issue with the mortgage statements or fees assessed on your accountWhile your allegations generally reference that CMS generated mortgage statements and wrongfully assessed fees on your account, we cannot determine precisely what information you are requesting that CMS addressResultantly, we encourage you to submit documentation confirming that CMS has generated information and wrongfully assessed fees on your accountCMS will use this information to investigate and address your concernsLastly, if you are correct, please note that CMS does have the capacity to credit any fees that may have been incorrectly assessed on your account Furthermore, please note that when your loan transferred to CMS, you were in an active bankruptcyAs a result, CMS ceased any and all attempts to collect a debt pursuant to United States Bankruptcy lawsThe purpose of this policy is to protect CMS’s customers and to prevent any implication that CMS may be attempting to collect a debt improperlyHowever, per your request, CMS will start providing you with monthly mortgage statements Also, our records indicate receipt of your most recent mortgage payment on September 4, in the amount of $1,which was applied to your September 1, paymentAs of the date of this correspondence, your account is next due for the October 1, payment in the amount of $1,920.93, minus your unapplied funds credit balance in the amount of $For your reference, attached hereto as Exhibit “2” please find a twenty-four (24) month payment history along with the transaction codes and definitions As a reminder, your Promissory Note provides you a fifteen (15) day grace period after the due date to pay your monthly payment without a late chargeIn other words, the mortgage payments are due on the first (1st) of each month and considered late if not received by the sixteenth (16th) of the monthMoreover, if you would like to view your most recent payment activity, download a copy of your most recent billing statement, or make a payment, CMS encourages you to log in to your online account by visiting [redacted] In closing, please remember that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf 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 TimeYou 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 complaintIf 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, Alfredo JVentura Customer Advocate CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou 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 loanIf 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 bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs 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 purposeThis 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 ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe 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 reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] *** COLORADO: For [redacted] Residents: [redacted]

February 27, [redacted] RE: Loan No.: [redacted] Property Address: [redacted] ***Complaint No.: [redacted] Dear Mr***:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of your complaint filed with the Revdex.com received in our office via emailon February 2, CMS is committed to responsible lending and servicing and we would liketo address any concerns you may haveThe following is our response to the issue(s) raised inyour inquiry.As we understand the complaint, you assert that CMS rejected your loan payments because youwere using three different financial institutions to submit the monthly paymentsYou assert thesepayments were for amounts sufficient to cover the contractual payment amount but werenonetheless wrongfully returned by CMS as being partial payments, and you have incurred latecharges as a resultYou also contend you submitted the monthly payments to Bank of America("BANA") from June until September but that these payments never appeared onyour statements, nor were the payments returned to youLastly, you allege that two checkstotaling $1,were improperly returned to you due to partial payment on January 28,2015.Please note your loan was service transferred from BANA to CMS on or about August 2, 2014.It is the responsibility of the prior loan servicer to respond to inquiries regarding loan servicingissues that may have occurred during the period the loan was serviced by the respectivecompanyAttached for your ease of reference is a copy of the August 12, Notice ofServicing Transfer ("Hello Letter") sent to you by CMS that notified you of the service transfer.Around the time of the service transfer from BANA to CMS, our records reflect that your loanwas delinquent and due for the May 1, payment.Although we sympathize with your efforts to keep your account current by tendering partialpayments, you promised to pay by entering into a contractual obligation by executing the Noteand Deed of Trust ("Security Instrument") on December 23, A copy of the executed Noteand Deed of Trust are attached for your reviewBased on the terms and conditions outlined onthe Security Instrument, you agreed to pay the principal sum of $146,840.00, with payment dueon the first day of each month beginning February 1, 2004.Pursuant to the terms of the Security Instrument, if the borrower misses a monthly payment andthe next month is for the regular payment amount, the funds received wibe applied to themonthly payment that became due first, the missed monthIf the Borrower pays only part of theamount owed, the Lender may hold the partial payment(s) in unapplied fundsWhen thatunapplied funds collects enough money to make a full payment of principal, interest, and anyapplicable escrow, the Lender credits that payment to the accountIf the Borrower makes apartial payment, there will be no changes in the due date or in the amount of the monthlypayment unless the Lender agrees in writing to those changesIf the Lender has not received thefull monthly payment required by the Security Instrument by the end of fifteenth calendar daysafter payment is due, a late charge may be collected.The Deed of Trust lays out how your monthly payments are to be applied to the loanAs statedin the Security Instrument, all payments shall be applied as follows:• First to the mortgage insurance premium to be paid by Lender to the Secretary or to themonthly charge by the Secretary instead of the monthly mortgage premium;• Second, to any taxes, special assessments, leasehold payments or ground rents, and fire,flood and other;• Third, to interest due under the Note;• Fourth, to amortization of the principal of the Note; and• Fifth, to late charges due under the Note.The Security Instrument further outlines that if Borrower defaults by failing to pay in full anymonthly payment, then Lender may require immediate payment in full of the principal balanceremaining due and all accrued interestThe Security Instrument states that if Borrower defaultsby failing to pay in full any monthly payment or defaults by failing, for a period of thirty days, toperform any other obligations contained in the Security Instrument, that Lender is entitled toaccelerate the debt.Due to the ongoing delinquency, the subject loan was reviewed and approved for foreclosureeffective January 9, The loan was contractually delinquent and due for the July 1, 2014payment at the time of the foreclosure referralPlease see the attached "Exhibit A" to referenceyour mortgage payment historyThe table reflects the date and amount of the payments receivedand to what contractual payment each was appliedThe full amount to reinstate your loan is $15,117.21, good through March 31, Payments you have tendered to CMS after January 9,have been insufficient to cure the delinquent balance in full and have been returned to you.If you wish to bring your account fully current, you must make payment arrangements with CMSand submit payment via certified funds.Generally you may tender your monthly payments via CMS Direct Pay, but please note that ifyour account is over days delinquent and/or your payment being submitted is not sufficient tobring your loan current, payment will either not be accepted or payment may be returned to you.If you require assistance with submitting your monthly payments in the future, please considertendering payment using a single financial institutionIn the event that you are unable to do so,please reach out to CMS for assistance with submitting your monthly payment.Please note that if you are experiencing financial difficulty in paying the above referencedmonthly contractual payment, we encourage you to apply for a loan modification under theHome Mfordable Modification Program ("HAMP")For your convenience, we have attached aRequest for Mortgage Assistance formYou may visit our borrower portal online athttps://carringtonms.comlhardship to learn more about the program options and to upload thedocuments electronicallyYour complete loan modification application package may be sent toCMS via email at [email protected] or via tax at (877) 267-31.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at (866) 4-5017, Monday throughFriday, 8:00AM to 5:00PM, Pacific Time.Customer AdvocateCC: Revdex.com

My wife found this company and requested information about a refinanceWe were contacted by a loan officer named [redacted] My wife explained on the first call that she could not be on the loan due to excessive debt and that our goal was to refinance, pull out cash and pay off a large portion of her debtHe had us fax him some information, and then emailed us terms of what he could doWe accepted the terms and he sent us an application to sign and some other documents to fill outAppraisal was ordered and we also faxed in more paperwork that he requestedWe have written proof that we notified him that the appraisal would be done on 5/20/We received a letter of denial from your company dated 5/15/The Mr [redacted] acknowledged that he was aware on that date that the loan was deniedWe found out t was denied, because you cannot complete an FHA refinance in the state of California without adding on the spouse's debtHe explained that he was trying to figure out how

September 26, [redacted] ** [redacted] *** [redacted] *** [redacted] [redacted] [redacted] [redacted] ** [redacted] Dear [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 6, 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 CMS is not accurately reporting the loan information to the credit bureaus You claim that you filed a Chapter bankruptcy on April 17, 2017, and that you also filed a reaffirmation for this loan prior to the bankruptcy discharge entered on August 1, Your desired resolution is to have CMS correct the credit reporting of this loanUpon review, our records show that you filed for Chapter bankruptcy protection on April 16, 2017, case number 17- We could not find any evidence to support your claim that a reaffirmation was filed prior to the discharge of August 1, Nevertheless, if you believe you have evidence to show that a reaffirmation was filed prior to the discharge of this debt, we invite you to provide whatever evidence you may have, so that we can review further and make any applicable changes to the loan recordIn the absence of any such evidence, we believe the record is clear that a reaffirmation was not filed prior to the discharge of this debt The records further show that you received a discharge of this debt on August 1, As a reaffirmation was not filed by you prior to obtaining the discharge, you are no longer personally liable to repay the discharged debt Accordingly, this letter is for information purposes only and is not an attempt to collect a debt That said, the bankruptcy discharge did not extinguish the mortgage lien against the property, which remains in place and enforceable in accordance with its terms In light of the above, we have determined that the information reported to the major credit bureaus properly reflects the loan status and information We are, therefore, unable to make the requested changes to the reported information It is important to note that 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 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 (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -VERBAL INQUIRIES & COMPLAINTS- For verbal inquiries and complaints about your mortgage loan, please contact the Customer Service Department for Carrington Mortgage Services, LLC, at 1-800-561-between 8:a.mto 8:p.mEastern Time, Monday through FridayYou 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 bureausLate 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 purposeThis 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-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou 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 ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -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- -NOTICES OF ERROR AND INFORMATION REQUESTS, QUALIFIED WRITTEN REQUESTS (QWR)- Written complaints and inquiries classified as Notices of Error and Information Requests or QWRs must be submitted to Carrington Mortgage Services, LLC by fax to 800-486-5134, or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, P.OBox 5001, Westfield, IN Please include your loan number on all pages of the correspondence You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting the Customer Service Department for Carrington Mortgage Services, LLC toll free at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern TimeYou may also visit our website at https://carringtonms.com/

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Please show me how the escrow shortage of $was calculatedAlso, I provided a cell phone and home telephone number to the customer service representative and supervisorThere were no missed calls or voice messages No one attempted to contact me with an explanation

May 12, [redacted] RE: Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] ***, [redacted] Complaint I.DNo.: [redacted] Dear Ms***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on April 29, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As you are aware, our Customer Advocate Department originally received this identical inquiry from you via the Consumer Financial Protection Bureau (“CFPB”) on April 28, which raises the exact same issues as this complaintAccordingly, the loan was researched and the attached response was sent to you by CMS on May 12, We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Eastern Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou 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 loanIf 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 bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe 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 reliefFor 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 determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

[redacted] ***F /KJ A [redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] , [redacted] Complaint I.DNo.: [redacted] Dear Mrand Ms***: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, CMS is committed toresponsible lending and servicing and we would like to address any concerns you may haveThefollowing is our response to the issue(s) raised in the inquiry.As you are aware, the servicing of this [redacted] ("***") insured loanwas transferred from [redacted] to CMS on October 2, On October 6, 2014, the attachedNotice of Service Transfer ("Hello Letter") was issued to you notifying you of the servicetransfer to CMSAt the time of the service transfer your loan was contractually current andshowing due for the October 1, mortgage payment.A review of our records found that you contacted CMS on January 15, explaining that Mr[redacted] was unemployed and you were interested in receiving mortgage assistanceThe 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 CMSThe 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 assistanceA 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 formAccordingly, CMS issued youthe attached Initial Package Acknowledgement - Incomplete Notification ("IPA-IN") on January29, The Irequired that CMS be in receipt of all missing information on or beforeMarch 5, That same day, CMS spoke with you and provided you an itemization of themissing information.Shortly thereafter, CMS received additional information from youA review of the additionalinformation found that CMS was not in receipt of the requested 4506T -EZ formPlease 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 returnsYou 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 returnThe 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 paymentIt was during this phone conversation that you inquired if you should makeyour mortgage paymentsThe 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 youThis acceptance and understanding that you were unable to makemortgage payments in no way was an indication that you were not required to make mortgagepaymentsRegardless, 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,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 youOn 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, mortgage payment and were encouraged to bring your loan currentYouexplained that Mr [redacted] was unemployed as of December 2014, that you would be mailing theJanuary 1, payment to CMS on February 19, 2015, and you would make the February 1,payment in March.On February 25,2015, CMS reviewed the additional information that CMS received on February20, and determined that your application appeared to be facially completeAccordingly,CMS requested a copy of the required title report and federal tax transcripts that same dayOnFebruary 27,2015, CMS received the January 1, 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 reviewYou 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 reportThat day, youcontacted CMS and explained that you received the above referenced NOIThe CMSrepresentative explained that your file was still being reviewed and provided you with the pastdue amount of $1,You notified the CMS representative that you would mail CMS amortgage payment in the amount of $on March 19, 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, mortgage payment on April 3, as you did not make the mortgage payment onMarch 19, as you had initially intendedThe CMS representative explained that becauseyour loan would be due for three mortgage payments, CMS would require that you pay two ofthe three mortgage paymentsYou 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 reviewDuring this phone conversation, the CMS representative again informedyou that if you failed to make the February 1, 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, Again, you indicated that you understood that you would be required to pay twoof the three payments that would become due on April 1, On March 31, 2015, youcontacted CMS and paid the February 1, 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 optionsIt 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***'s employer.Accordingly, the attached Incomplete Information Notice ("IfNH) was issued to you on April 7,This IIN required that CMS be in receipt of the missing information on or before May 12,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***'s employerIt was noted that with theincome you provided there was a monthly deficit of approximately $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***'s employerTocorrect the clerical oversight, CMS issued you a new IIN that day requesting unemploymentbenefit approval or denial letter or a termination letter from Mr***'s employer as CMS wasalready in receipt of the requested paystubsThis new IIN required that CMS be in receipt of themissing information on or before May 22, 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***'s employerOn May 8, 2015,CMS spoke with you and you explained that you planned on paying the March 1, mortgagepayment within the near futureThe CMS representative explained that because your loan wasdue for March 1, through May 1, payments, CMS would only accept two of the threepayments that were due at that timeThis was the same information that was provided to you onMarch 27, and again on March 30, 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***'s employerwhich did not indicate the reason Mr [redacted] was no longer employed by his previous employer.The letter was not signed by Mr***'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 benefitsAgain,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, 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 emailInaddition, your email explained that Mr [redacted] had not applied for unemployment benefits sincehis departure from his employer in December 2014.On May 29, your file was sent back to the underwriting department for furtherconsiderationOn 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 benefitsCMS issuedyou a new IIN on June 3, 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, 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 benefitsOn June 12, 2015, you spoke with aCMS supervisor who informed you that your file was submitted to [redacted] for approvalIt 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 soThe 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 currentThe CMS supervisor agreed to waive thecustomary $phone payment feesThat day, you scheduled three phone payments asoutlined above.As of the date of this letter, your loan is showing due for the May 1, mortgage payment andCMS is pending a response from [redacted] regarding the final determination of your mortgageassistance requestCMS will promptly notify you of the final determination once received fromthe ***.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 informationWe 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 benefitsWe note here again that, if received, thosebenefits may have had an impact on whether the mortgage assistance application would begrantedIt 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 foreclosureShould 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 complaintIf 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

I recently refinanced my mortgage through Carrington MortgageI was initially told that my closing would be in March and I would have a partial payment in March and no payment in AprilI was rushed to close on February 28th and had to reschedule my day to do soA notary came to my home to complete the paperworkI was informed I would receive approximately $back due to closing in February and the first payment would be in AprilI signed paperwork stating thisI was later told I would not receive this refund due to my loan not closing in FebruaryThe notary had to mail the paperworkThis was not my fault as both my husband and I rearranged our day to meet with him to sign the paperworkCarrington knew when they would receive the paperwork when they requested to meet with us on the 28thMy husband spoke with [redacted] and his supervisor, [redacted] , regarding the issue on 3/6/ [redacted] was supposed to call him back the following day and we have yet to hear back from him

[redacted] [redacted] [redacted] *** *** *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mr [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on April 11, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you state that CMS increased your monthly mortgage payment from $to $1,shortly after the effective date of the service transferNotwithstanding your request for an explanation with regard to the increased monthly mortgage payment amount, you state that the CMS representatives have given you a different explanation each time you callAs a result, your desired resolution is for CMS to honor the original monthly mortgage payment amount prior to the service transfer As a preliminary matter, our records confirm that you filed a Chapter Voluntary Petition in the U.SBankruptcy Court Eastern District of Texas (Sherman) on June 26, Consequently, it is important that you understand that this correspondence is not an attempt to collect a debt, but merely an informational response to your request to provide you with your current account status At the outset, please note that the servicing of your loan was transferred from Bank of America, N.A(“BofA”) to CMS on or about December 2, At the time of the service transfer the loan was contractually current and due for the January 1, mortgage paymentAs you may already know, servicing rights arise at the time the loan is originated, but such rights are commonly bought and sold in the marketplaceConsequently, we respectfully submit that CMS acquired the servicing rights to the loan legally and in compliance with all applicable lawsFurthermore, please be advised that the Real Estate Settlement Procedures Act (“RESPA”) requires that an escrow analysis be completed within sixty (60) days following the effective date of a service transferOn this particular account, our servicing notes indicate that your loan was transferred from BofA to CMS on December 2, 2016; thus, an escrow analysis needed to be completed on or before February 2, Furthermore, please note that the analysis of your escrow account does not impact your interest rate of 7.0% or your monthly principal and interest payment in the amount of $ On January 31, 2017, our records indicate that CMS completed the first escrow analysis on your account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”)For your reference and review, attached hereto as Exhibit “A” please find a copy of the January 31, AEADSThe purpose of the January 31, AEADS was to advise you of your projected escrow activity for your escrow cycle beginning April 1, and ending March 31, More specifically, the AEADS projected that your yearly city taxes would be $1,004.31, your yearly county taxes would be $334.05, your yearly Federal Housing Administration (“FHA”) mortgage insurance premium would be $385.68, and that your yearly homeowners insurance premium would be $1,Correspondingly, the total disbursements for your escrow cycle beginning April 1, and ending March 31, were calculated to be $3,326.04, which if spread over a twelve (12) month period is equal to approximately $every month Moreover, please note that a mortgage servicer is permitted by law to collect an escrow cushionAn escrow cushion is a minimum amount of money held in your escrow account to prevent the escrow balance from being overdrawnThe reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in your escrow accountBecause escrow items remain your responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds Specifically, RESPA authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two (2) months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve (12) months, unless state law allows for a lesser amountAdditionally, when the escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be the 1/6th escrow cushion amountIf you want to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.SDepartment of Housing and Urban Development website at www.hud.gov Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for the escrow cycle beginning April 1, and ending March 31, Please note that CMS will only collect 1/6th of your total projected escrow disbursement for your yearly city taxes, your yearly county taxes, and your yearly homeowners insurance premiumCMS does not include the disbursement for your yearly FHA mortgage insurance premium in the collection of the 1/6th monthly escrow cushion amountCorrespondingly, the total escrow cushion that CMS may collect is $which represents approximately two (2) months of escrow paymentsBased on the calculations from the January 31, AEADS, your low point escrow balance was -$As a result, in order to reach the required escrow balance of $490.06, the allowed 1/6th escrow cushion, CMS needed to collect an escrow shortage in the total amount of $Please note that the escrow shortage would have been collected over a twelve (12) month period starting with your April 1, mortgage paymentResultantly, that is the reason why your overall monthly mortgage payment increased by $0.43, from $to $ Thereafter, on February 24, 2017, CMS performed the most recent escrow analysisIt is important to understand that CMS reanalyzed your escrow account pursuant to the regular escrow analysis schedule for your stateFor the State of Texas, CMS performs an escrow analysis on February of each yearBased on the calculations from the February 24, AEADS, your projected escrow activity for your escrow cycle beginning May 1, and ending April 30, were calculated to be $3,More specifically, the AEADS projected that your yearly city taxes would be $1,004.31, your yearly county taxes would be $334.05, your yearly FHA mortgage insurance premium would be $385.68, and that your yearly homeowners insurance premium would be $1,602.00, which if spread over a twelve (12) month period is equal to approximately $every monthFor your reference and review, attached hereto as Exhibit “B” please find a copy of the February 24, AEADS On the February 24, escrow analysis, your low point escrow balance was -$As a result, in order to reach the required escrow balance of $490.06, the allowed 1/6th escrow cushion, CMS needs to collect an escrow shortage in the total amount of $Please note that the escrow shortage will be collected over a twelve (12) month period starting with your May 1, mortgage paymentResultantly, that is the reason why your overall monthly mortgage payment decreased by $4.96, from $to $ Based on the foregoing investigation and review of your account, we find no evidence of wrongdoing on CMS’s behalfWhile we understand you would have preferred a different outcome, we respectfully submit that the collection of the escrow cushion is permitted by law and common within the mortgage industryTherefore, CMS will continue to comply with federal law and collect the allowable escrow cushion amount Nevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, P.OBox 5001, Westfield, IN or fax your correspondence to (800) 486- We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] J [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561- 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:a.mto 8:p.mEastern Time, Monday through FridayYou 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 bureausLate 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 purposeThis 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-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou 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 ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -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- -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:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA TEXAS: Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, NORTH LAMAR, SUITE 201, AUSTIN, TEXAS A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT 1-877-276-

Ben B [redacted] and Thai D [redacted] sure are an amazing team for Carrington in Anaheim, CaliforniaThey are super helpful and will walk you through the process of a cash out refinance

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 , First of all I am really disappointed I am force to give my business to this companyThey do not have a sense of customer service without a good customer how they can stay in business The Bank I had before always able to help me and give me very good customer servicemy attention with this complain were it is not only about the extra charge I had to pay , but also when a customer was been told a wrong information it is very important for them to take responsible it and fix the problem moreover , show there customer they do matter as a person , not only a number Regards, [redacted]

June 26, ORIGINAL RESPONSE SENT VIA REGULAR MAIL [redacted] *** [redacted] *** [redacted] [redacted] *** [redacted] [redacted] [redacted] Dear Mr [redacted] The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on June 7, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry Thank you for expressing your concerns regarding recent increases to the fees we charge for certain payment optionsCMS strives to accommodate the needs of its customers, and we pride ourselves on our commitment to the highest standards of customer serviceThat being said, CMS does incur personnel and technology-related costs to make certain payment avenues available to customersThe recent fee adjustment outlined in your complaint represents our attempt to more accurately approximate a reasonable fee for the bona fide services providedMoreover, we note that the fees at issue are permitted by law and are comparable to fees charged by other companies in the mortgage servicing industry Finally, we would like to point out that CMS continues to make multiple payment options available to you at no cost including AutoPay, payment online through your banking institution, or payment by checkThus, while we understand you would prefer that the fees not be increased, we believe the increase is reasonable and fair under the circumstancesPlease be advised that you may access CMS’s publicly available website at https://carringtonms.com for a comprehensive list of the available payment delivery options and addresses to send mortgage payments to CMS Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a Qualified Written Request and/or a Notice of Error 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 complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service Research Department, P.OBox 5001, Westfield, IN or fax your correspondence to (800) 486- We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] J [redacted] Customer Advocate CC: Revdex.com Important Disclosures -VERBAL INQUIRIES & COMPLAINTS- For verbal inquiries and complaints about your mortgage loan, please contact the Customer Service Department for Carrington Mortgage Services, LLC, at 1-800-561-between 8:a.mto 8:p.mEastern Time, Monday through FridayYou 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 bureausLate 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 purposeThis 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-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou 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 ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -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- -NOTICES OF ERROR AND INFORMATION REQUESTS, QUALIFIED WRITTEN REQUESTS (QWR)- Written complaints and inquiries classified as Notices of Error and Information Requests or QWRs must be submitted to Carrington Mortgage Services, LLC by fax to 800-486-5134, or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, P.OBox 5001, Westfield, IN Please include your loan number on all pages of the correspondence You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting the Customer Service Department for Carrington Mortgage Services, LLC toll free at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern TimeYou may also visit our website at https://carringtonms.com/

This companies associates make promises that they cant keep! I was in the process of refinacing my home and Jamie D [redacted] told me that I could skip October and Novembers payment as part of my refi termsBut around October the 17th she told me the city had a lien on my property because I had a USDA loan and the terms of that loan was that I must stay in the home for years without refinancing it, and could I pay her to remove the lien and go forwardI told her that I could not afford to proceedLow and behold Carrington C [redacted] decide to charge me a late fee and report me to the credit bureau because of claims their associate told me! I have not ever been late or missed a payment! Plus I had the email where Jamie tell me I skip payments! Christina S [redacted] is the crook who wont refund my late fee! I wouldnt recommend this company to my enemies! HORRIBLE CUSTOMER SERVICE!!! DONT BELIEVE ANYTHING THEY SAY!!! I wish I could give them a 1/of a star!!!

This company bought our house loan from [redacted] and contacted us with an offer to lower our interest rateThey were very fair and had fast, great serviceI would recommend them to anyone looking toGet a homeowner loan

Our mortgage was taken over from [redacted] to Carrington Mortgage I must say that we did NOT request a change in mortgage service We got the information from Carrington and immediately set up online automatic debits for our monthly payment My husband also spoke with a representative at Carrington who ASSURED us that it'd be a simple process After about a month into the new mortgage service, we started getting calls about our payment being lateWe explained that it CANT be late, that we see on our bank statement that it is in fact being debited automatically We wrote letters, e mails, faxes, phone calls, etc all to no avail Now they have turned us into the credit bureau and my husband and I both lost POINTS on our credit score as a result of their mistake I would not recommend Carrington to anyone!!! They have ruined our credit as a result of THEIR screw up

August 7, [redacted] ** [redacted] RE: Complaint ID No.: [redacted] Loan No.: [redacted] Property Address: [redacted] ***, [redacted] ** *** Dear Mrand 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 July 14, 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 loan was sold to CMS on April 24, and that property taxes due May were not paid by CMS In addition, you state that since your loan is escrowed, you contacted CMS and spoke with a CMS representative named ***, who assured you that the matter would be researched and a request to pay the taxes due would be completed You go on to say that, shortly after, CMS sold your loan to another company and did not pay the property taxes due prior to this service transfer Lastly, you express concerns and frustration with CMS regarding this matter Upon review, our records show that the servicing of this loan was transferred from [redacted] (“***”) to CMS on or about April 24, Attached for your ease of reference is a copy of the May 1, Notice of Service Transfer (“Hello Letter”) sent to you by CMS that notified you of the service transfer At the time of the service transfer your loan was in default and showing due for the January 1, payment Please note that, while CMS began servicing the loan on April 24, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date Upon further review, the records show that after the service transfer CMS set up your escrow account with the next tax payment due on January At the time, it was CMS understands that the tax bill due in May had been paid prior to the service transfer in April A copy of the escrow analysis completed by CMS on June 11, is attached for ease of reference On June 25, 2015, CMS received an email from you indicating that you were not interested in applying for a loan modification and also stated that you planned on bringing your loan fully current in September as you would be eligible to withdraw funds from your 401KIn the meantime, you would make a monthly payment each month on your loan In addition, you stated that you had received notification that your taxes due May had not been paid and requested that this matter be reviewed and a reply be sent to you via email with the date of when your taxes would be paid by CMS The recipient of this email replied to you and provided you a fax number to send a copy of your delinquent tax notice directly to the tax department at [redacted] In addition, you were encouraged to call CMS Customer Service directly at [redacted] to discuss any further questions and concerns Subsequently on July 7, 2015, you called CMS to inquire about the past due taxes At that time, the matter was escalated to the Tax Department Manager for review and resolution Subsequently, on or about July 10, your loan was service released to [redacted] , at [redacted] ** *** A copy of the transfer notification letter dated June 9, is attached for ease of reference At the time of the service transfer your loan was showing contractually due for the March 1, payment Regrettably, the loan was service released before CMS could complete the advance to pay the aforementioned tax bill On July 14, 2015, CMS called you and informed you that CMS would not be paying the aforementioned taxes due to the service release and provided you contact information for the new servicer [redacted] who would be addressing the tax bill matter going forward On August 5, 2015, I made contact with your new servicer [redacted] who has informed me that they have been in contact with you and are aware of the tax bill due In addition, they are currently in the process of advancing payment of for your property taxes due in the amount of $2,and have also confirmed that you will not be responsible for any penalty due to the delay in payment Based on the foregoing, we acknowledge that CMS missed opportunities to provide you with a more timely response to your request and to complete payment of the property taxes due in May We would like to take this opportunity not only to express our sincere apologies for any inconvenience that you may have experienced in this matter, but also to thank you for bringing this matter to CMS’s attention CMS is always looking for ways to improve service levels and your feedback is important us We trust that this communication addresses all of the concerns noted in the complaint Should you have any further questions or concerns regarding the tax payment in question, we encourage you to contact [redacted] , Customer Service Department at [redacted] , Monday through Friday, 6:AM to 6:PM, Pacific Standard Time Sincerely, [redacted] CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at carringtonms.com -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate 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 purposeThis 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 ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -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:a.mto 8:p.mEastern Time or by mail at [redacted] *** New York: New York City Department of Consumer Affairs License Number This Collection agency is licensed by the City of Buffalo license numbers: & For New York residents: You may file complaints about CMS with the New York State Department of Financial ServicesYou 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

October 26, [redacted] RE: Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] , [redacted] Complaint I.DNo.: [redacted] Dear Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on October 7, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As we understand your complaint, you state that after the servicing of your loan was transferred to CMS, you have been unable to obtain information surrounding the amount of the principal balance owedYou state that after speaking to a CMS representative, you were notified that CMS would accept phone payments from you to bring the loan contractually currentYou claim that during this phone conversation, the CMS representative informed you that you could make payments in any amount in order to do so; however, CMS has since refused to accept a payment from you because it was less than the total amount dueYou further claim that you were notified that late fees would not be assessed to your loan, and that you would not be held accountable for the loan delinquencyYou express dissatisfaction that you recently received three letters from CMS relating to the risk of your loan being referred to foreclosureYou are requesting CMS to make corrections to your loan within the loan servicing system and to remove your loan from a pre-foreclosure status At the outset, please note that the servicing of your Home Equity Line of Credit (“HELOC”) loan was transferred from [redacted] N.A(“***”) to CMS on May 16, On April 25, 2016, the attached Notice of Service Transfer (“Goodbye Letter”) was issued to you by [redacted] that notified you of the service transfer to CMSAlso attached for your reference is a copy of the Notice of Sale of Ownership of Mortgage Loan that was issued to you by CMS on May 19, that notified you CMS was your new loan servicer It is important to note that, while CMS began servicing the loan as of May 16, 2016, the Real Estate Settlement Procedures Act (“RESPA”) at 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 acquisitionIn order to comply with RESPA guidelines, CMS refrains from assessing late charges to the loan and also suppresses the reporting of loan and payment information being reported to the major credit reporting agencies for the payments due within sixty days of the service transfer Please be advised that RESPA guidelines do not absolve borrowers of the obligation to make payments during this sixty day period, nor does RESPA permanently insulate borrowers against the consequences of failure to make timely paymentsWhile CMS representatives may have informed you that CMS does not treat payments as being late within sixty days of the service transfer and that CMS suppresses credit reporting for payments due within that period, such communication was in no way intended to be understood that you are not responsible to adhere to the terms of the loan CMS would like to take this opportunity to acknowledge that CMS representatives could have more effectively communicated with you during the initial conversations and to sincerely apologize for any inconvenience you may have experienced for any unclear information that you may have received from CMSPlease be advised that at the time of the servicer transfer to CMS, your principal balance was in the amount of $5,and your loan was contractually in default and showing due for the March 28, mortgage payment in the amount of $2,Attached for your ease of reference is a copy of your loan payment history provided to CMS by your prior loan servicer Although CMS would typically avoid returning partial payments for a loan (not in an active foreclosure status) within sixty days of the service transfer, any statement notifying you of this practice was not intended to suggest that CMS would accept partial or single payments from you throughout the duration that CMS is servicing your loanCMS respectfully submits that while you were notified that CMS would accept phone payments from you to being the loan contractually current, CMS was unable to accept a single payment from you as there were no arrangements in place to make additional payments required to bring the loan contractually current As you may recall, CMS spoke with you on October 3, and during this phone conversation, the CMS representative provided you with the status of your account and the total amount due at that timeBecause you expressed interest in paying off the balance of the loan, the CMS representative agreed to order a payoff statement to provide you with the total amount required to pay the loan off in fullOn October 4, 2016, the attached payoff statement was generated providing $10,as the amount to pay the loan off in full good through October 31, Because CMS was unable to contact you via telephone over the following days, the payoff statement was sent to you via email on October 10, Later that same day, you contacted CMS along with a third party on the call and during this phone conversation, the CMS representative provided you with the amount of the payment due which was $2,069.77, the outstanding principal balance of $5,871.09, and the loan maturity date of June Over the following week, CMS continued efforts to contact you but because CMS received no answer from you, messages were left requesting that you contact CMS at your earliest convenienceIn addition, CMS also sent emails to you requesting that you contact CMS at your earliest convenienceOn December 20, 2016, you returned CMS’s messages and because you had questions relating your loan payment history, the CMS representative spent a great deal of time outlining payments received from you during the yearAfter answering your questions, the CMS representative inquired whether you would be paying off the loan and you replied that you were unable to do so at that time Although you were unable to pay the loan off at that time, you explained that would be willing to make arrangements to bring the loan current with help from a family memberYou agreed to contact CMS to make payment arrangements once you had a better understanding of your financial circumstancesAlthough CMS has made additional efforts to contact you, CMS has not been able to speak with you to secure payment arrangements to bring the loan currentAgain, CMS encourages you to contact MsMichelle [redacted] to make payment arrangements at your earliest convenienceMs [redacted] can be reached via telephone at [redacted] extension *** In regard to the notices that were sent to you relating to the risk of your loan being referred to foreclosure, these notices were sent to you in an effort to notify you of your account status and to inform you of the no-cost programs that were designed to assist borrowers seeking to avoid losing a home to foreclosureTo be clear, although your loan is severely delinquent, your loan has not been referred to foreclosureCMS apologizes if you felt its efforts to assist you in resolving your past due loan were concerning to you in any way, as CMS’s intent has been solely to notify you of the availability of foreclosure avoidance programs, to attempt to make arrangements to resolve the account delinquency, and to transmit accurate information regarding the consequences of any failure to do so Finally, please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error Based on the foregoing, we believe the record is clear that CMS has provided you with the status of your account, and has provided you with the specific loan and payment information you have requestedAlthough CMS did not accept a single payment from you without arrangements to being the loan contractually current, CMS has made diligent efforts to work with you to make such payment arrangementsDue to the delinquent status of the loan, CMS is unable to remove your loan from a pre-foreclosure status; therefore, we encourage you to contact Ms [redacted] within our Special Servicing Department via telephone at [redacted] extension [redacted] at your earliest convenience to make acceptable payment arrangements We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5: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 correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou 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 loanIf 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 bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs 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 purposeThis 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 ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe 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 reliefFor 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 determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***