Carrington Mortgage Services LLC

January 20, 2016
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
RE:      Complaint No.:           [redacted]
Loan No.: ...

                  [redacted] 
Property Address:       [redacted], [redacted]
Dear Mr. and Mrs. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on December 28, 2015.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.
As a preliminary matter, please note that our CMS Research Department originally received an inquiry from you on December 14, 2015 which raises the exact same issues as this current complaint.  Accordingly, CMS researched the loan and a response was sent to you on December 30, 2015 via regular mail. For your ease of reference, attached hereto please find a copy of CMS’s response dated December 30, 2015. As always, 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 complaint.
We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
Customer Advocate
CC:  Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [redacted].
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC [redacted].
-SCRA Disclosure-
MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

July 24, 2015
 
 
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
 
RE:      Complaint ID No.:      [redacted]
            Loan...

No.:                    [redacted]
 
Dear Mr. and Mrs. [redacted]:
 
The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 2, 2015.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.
 
As we understand the complaint, you claim that your loan was transferred to CMS months ago and in June 2015 you received notification from your insurance company that your homeowner’s insurance premium had not been paid and your coverage was at risk of being cancelled.  You go on to say that on June 18, 2015 you contacted CMS and your insurance company in an effort to resolve this matter and were informed by CMS that while the insurance premium had been paid, it had been sent to the wrong address and your concerns would be further researched After three (3) weeks, however, nothing has been resolved and you remain uninsured and express concerns and dissatisfaction with CMS over this matter.
 
At the outset, please note that the servicing of this loan was transferred from [redacted] (“[redacted]”) to CMS on or about April 2, 2015.  Attached for your ease of reference is a copy of the April 6, 2015 Notice of Service Transfer (“Hello Letter”) sent to you by CMS that notified you of the service transfer.  At the time of the service transfer your loan was showing contractually due for the April 1, 2015 payment.
 
Upon further review, our records show that after the service transfer our insurance vendor, [redacted] (“[redacted]”) verified your homeowner’s insurance policy renewal due date and the amount due.  Subsequently, your escrow account was set up to include homeowner’s insurance due on May 15, 2015 in the amount of $2,513.33.  On April 22, 2015, the insurance renewal payment was disbursed to your homeowner’s insurance company. 
 
On June 17, 2015, you called CMS and during this call you explained that you had received notification that your homeowner’s insurance premium due on May 15, 2015 had not been received by your insurance company and therefore the policy was in the process of being canceled.  The CMS representative informed you that the insurance premium had been disbursed on April 22, 2015; however, we are able to confirm that the representative did notify you that CMS had sent the renew premium to the wrong address.  The CMS representative informed you during the call that the oversight would be corrected and a new check would be sent to the correct address. 
 
That same day, [redacted] contacted your insurance agent and explained the inadvertent error and a stop payment was placed on the payment disbursed on April 22, 2015.  On June 30, 2015 the stop payment was completed and on July 2, 2015 a replacement check was requested.  Due to the holiday weekend, the check was not issued until July 7, 2015.  Subsequently, the check was sent to your insurance company via overnight mail in the amount of $2,378.88.  CMS confirmed receipt of the payment by your insurance company on July 9, 2015 and also confirmed that your policy had been renewed without lapse of coverage.  In addition, CMS also insured that the stop payment check funds were credited back to you escrow account.  Subsequently, on July 22, 2015 CMS completed an updated escrow analysis which resulted in a payment reduction from $1,773.32 to $1,742.09 beginning with the August 1, 2015 payment.  A copy of this analysis is attached for ease of reference.
Based on the foregoing, we acknowledge that CMS missed opportunities to provide you with a more timely response to your concerns regarding the missing payment for your homeowner’s insurance due to the inadvertent error with the mailing address.  We would like to take this opportunity not only to express our sincerely apologies for any inconvenience that you have experienced, but also to express our gratitude for bringing this matter to CMS’s attention.  CMS is always looking for ways to improve service levels and further demonstrate our commitment to compliance, and the borrowers’ feedback is important us. 
 
We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.
 
Sincerely,
 
 
[redacted]
[redacted]
 
CC:      Revdex.com
 
 
 
Texas:
Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, [redacted].  A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT [redacted].
 
 
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [redacted].
 
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
 
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
 
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
 
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
 
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
 
-SCRA Disclosure-
MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
 
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I reviewed the response sent by Carrington Mortgage Services, which consisted of blatant dishonesty. After explaining the issue that led to the submission of this complaint, the company responded to advise that they have, in essence, falsified their records and claim that the actual application was incomplete; which led to the denial of the loan. This is 100% untrue and I have retained every email from every mortgage loan officer, their manager and the underwriter I spoke with from Carrington that state 100% otherwise. I can and will produce this as evidence that I was misled.
While I appreciate them refunding the appraisal cost so I did not have to go to court to get it refunded, I think they need to really work on fixing the issue within their company.
First of all, they do not need to promise customers that they are eligible for something that they are not. They need to educate their employees of the restrictions and eligibility requirements for loan types like this, so that they are not causing people to dish out hundreds or thousands of dollars believing them and finding out that Carrington did not know what they were talking about.
In the response, it states acknowledgement that I was told that I would qualify in the very beginning; the company should have known that the situation would not be passed by the guidelines and I should not have had to go through the motions of getting my family's hopes up, preparing to move, spending hours on end working on setting up appraisals, inspections, etc and chasing after the company to try and find out why all of a sudden we weren't hearing back from them.
At no point in time was I ever requested to send in any additional documentation. When I was advised that the home ownership was an issue, I begged for any and every option to explore and waited weeks for a response. I have emails, dates and time of calls and messages left to support what I am saying.
At the end of the day, I appreciate you refunding the money and I would have taken you to court if you had not - but the bottom line is that this company is horrible to deal with because they do not know what they are doing. This was the WORST experience I have ever had as a customer and I will warn anyone I know to stay away because of how poorly I was treated, the run around and then the blatant dishonesty when I file a complaint to add insult to injury.

The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com regarding the above-referenced loanreceived in our office via email on November 26, 2014. CMS is committed to responsiblelending and servicing and we would...

like to address any concerns you may have. The followingis our response to the issue(s) raised in the inquiry.At the outset, please note that the servicing of this Federal Housing Administration ("FHA")insured loan was transferred from JPMorgan Chase Bank N.A. ("JPMC") to CMS on or aboutDecember 3, 2013. Attached for your ease of reference is a copy of the December 9, 2013Notice of Service Transfer ("Hello Letter") sent to you by CMS that notified you of the servicetransfer. At the time of the service transfer your loan was contractually in default and showingdue for the November 1, 2013 payment.Please note that CMS has attempted to assist you in seeking an affordable mortgage paymentsince the loan was transferred to CMS. To that end, CMS began sending you communicationsnotifying you of the no-cost loss mitigation programs that were designed to assist homeowners inavoiding foreclosure on December 24, 2013.On May 30, 2014, CMS received your initial request for mortgage assistance application. Areview of your Request for Mortgage Assistance form ("RMA") found that you documented thatthe co-borrower did not occupy the property and was no longer contributing to the payment ofthe mortgage. Because your application did not provide CMS with a completed RMA form, acopy of a social security award letter, a recorded quit claim deed removing the co-borrower'sinterest from the property and/or the co-borrower's fmancial information, CMS issued you theattached Initial Package Acknowledgement - Incomplete Notification on June 4, 2014. ThisIncomplete Information Notice ("IIN") required that CMS be in receipt of the missinginformation on or before July 4, 2014.On June 6, 2014, CMS spoke with you and confirmed receipt of your initial application package.After providing you with the status of your loan, the CMS representative provided you with adetailed itemization of the missing information. On June 10, 2014, you contacted CMS andadvised the CMS representative that you would be sending the missing information to CMS thatday. The CMS representative informed you that once the missing information was received,CMS would contact you to let you know if there was any missing information at that time.Later, on June 10, 2014, CMS received additional information from you including an unrecordedquit claim deed and 2013 social security award letter; however, CMS was not in receiptof the required recorded quit claim deed, a 2014 social security award letter, and a completedRMA form. On June 18, 2014, CMS spoke with you and provided you with a detaileditemization of the missing information. That same day, CMS received additional informationfrom you. A review of the additional information found that CMS received another copy of theun-recorded quit claim deed. At that time, CMS was still not in receipt of the requiredinformation.On June 25, 2014, CMS attempted to contact you to notify you of the missing information.Because CMS's call was not answered, CMS left you a voicemail asking you to return the call.On June 26, 2014, you returned CMS's call and the CMS representative informed you that CMSwas not in receipt of the required recorded quit claim deed. The CMS representative assistedyou by providing information to help you obtain a recorded quit claim deed.On June 27, 2014, you contacted CMS and requested the email address to send the missinginformation to CMS. The CMS representative provided you with the email address [email protected]. Later that day, CMS received additional informationfrom you. On July 1, 2014, you contacted CMS and the CMS representative informed you thatCMS received the additional information; however, the documentation was not yet reviewed todetermine if you provided all of the missing information at that time.On July 3, 2014, CMS reviewed the additional information and determined that CMS was stillnot in receipt of your 2014 social security benefit award letter. On July 9, 2014, CMS attemptedto contact you to notify you of the missing information. Because the call was not answered,CMS left you a voicemail asking you to return the call. Because CMS did not receive a returncall from you, CMS attempted to contact you again on July 11, 2014 to notify you of the missinginformation. CMS left you a voicemail to return the call as the call was not answered.Later that same day, CMS issued you the attached FHA Home Affordable Modification Program("FHA-HAMP") non-approval notice as CMS was not in receipt of the missing informationwithin the allotted timeframe. On July 15, 2014, you contacted CMS and requested a status ofyour loan modification. The CMS representative informed you of the recent non-approval due toyour failure to provide the required missing information and you agreed to return your completedapplication to CMS within the near future.On August 20, 2014, CMS received your new request for mortgage assistance application. Areview of your new application found that the 4506T-EZ form you provided was improperlycompleted. In addition, CMS was not in receipt of two months of your bank statements tosupport receipt of your child support income, proof of the wages disclosed on your RMA form inthe amount of $780.00, and all social security income for the household as your RMA formdisclosed a monthly social security income of $960.00, while CMS was only in receipt of socialsecurity income totaling $480.00.Accordingly, CMS issued you a new IIN on August 22, 2014. This new TIN required that CMSbe in receipt of the missing information on or before September 21, 2014. On August 28, 2014,CMS received additional information from you. On September 8, 2014, CMS reviewed theadditional information and determined that the 4506T-EZ form you provided was stillimproperly completed and required signatures from both borrowers. In addition, CMS was stillmissing proof of the monthly wage income of $780.00, and confirmation of the total householdsocial security income.On September 9, 2014, CMS spoke with you and provided you with a detailed itemization of themissing information. The CMS representative requested that that you provide a completed4506T-EZ with both signatures. Once you explained that you would be unable to secure the coborrower'ssignature, the CMS representative requested that you correct the 4506T-EZ andreturn it to CMS with your signature. You notified the CMS representative that while twochildren in the household received social security income totaling $480.00, a third child wholived with your spouse received $1,000.00 in social security. The representative requested thatyou provide this information to CMS within a Letter of Explanation ("LOE").On September 17,2014, CMS received additional information from you and on September 18,2014, CMS notified you that additional information was received. On September 24, 2014, CMSreviewed the additional information and determined that the updated 4506T-EZ you providedwas still improperly completed as you provided the co-borrower's information without hissignature. While the LOE you provided confmned that you received monthly wage income of$700.00 to $800.00, CMS was not in receipt of your paystubs.On September 26, 2014, CMS attempted to contact you to notify you of the missing information.Because the call was not answered, CMS left you a voicemail asking you to return the call.When you returned the call that same day, the CMS representative discussed all of the missinginformation required from you and addressed all of the questions you had. Additionally, becauseyou stated that you no longer received wage income, the CMS representative requested that youprovide CMS with an updated RMA form removing the wage income that you initially disclosed.Because you explained that you were a student and you received financial aid, the CMSrepresentative requested that you provide proof of the financial aid and evidence of receipt.On September 29, 2014, CMS was not in receipt of the missing information. Accordingly, CMSissued you a new FHA-HAMP non-approval notice as CMS was not in receipt of the missinginformation on or before September 21, 2014. We would like to remind you that each of theabove referenced non-approval notices were issued to you well after the date by which CMSrequired you to return the missing information. On September 30, 2014, you contacted CMS andthe representative that you spoke with informed you of the recent non-approval.CMS then received incomplete information from you on September 30, 2014 and October 1,2014. On October 2, 2014, you contacted CMS and the CMS representative explained that CMSreceived additional information from you; however, CMS had not yet reviewed the informationfor completeness at that time. You informed the CMS representative that you did not provideCMS with a copy of your bank statements, but that you would be sending them to CMS thefollowing day.Upon review of the additional information that you sent, CMS determined that the informationyou sent to CMS was still incomplete as CMS was not in receipt of proof of child supportincome, pay stubs, a divorce decree, recorded quit claim deed, and a completed RMA form.Because the information sent to CMS was incomplete and the prior loss mitigation review wasdeclined due to an incomplete applicatio~ CMS was not required to acknowledge this newincomplete package.On October 8, 2014, you contacted CMS and the representative informed you that CMSreviewed the information you sent to CMS and the application was not acknowledged due tobeing incomplete. You expressed your dissatisfaction that your request for mortgage assistancewas not approved. The representative informed you that in order for CMS to review yourrequest for mortgage assistance, CMS must be in receipt of your completed application.During this phone call, you informed the representative that you did not have electronic copies ofall of the required information and that was why you were unable to send a completedapplication to CMS. The CMS representative explained that CMS is not required to gathermissing information from previously declined reviews and encouraged you to print all of theinformation required and fax your completed application to CMS at your earliest convenience.On October 6, 2014, CMS received your new request for mortgage assistance application. Areview of your new application found that the bank statements you provided showed depositsfrom Interim Healthcare; however, CMS was not in receipt of proof of this income.Accordingly, CMS issued you the attached Initial Package Acknowledgement - IncompleteNotification requesting that CMS be in receipt of the missing information on or beforeNovember 13, 2014. On October 16, 2014, CMS spoke with you and provided you with themissing information.On October 17, 2014, CMS received additional information from you. On October 23, 2014,CMS determined that your application was complete. CMS then ordered a copy of the requiredfederal tax transcripts and property title report that same day. Also on October 3, 2014, CMSsent you an email notifying you that your file was complete and the review process was movingforward. On November 4, 2014, the file was sent to the underwriting for a final determination.On November 20, 2014, CMS determined that your loan did not qualify for a loan modificationas CMS was unable to create an affordable payment without changing the terms of your loanbeyond what was required under applicable program guidelines. Accordingly, the attachedFHA-RAMP non-approval notice was issued to you that same day. On November 24, 2014,CMS contacted you and notified you of the recent non-approval. On November 25, 2014, CMScontacted you and you confirmed that you were not interested in pursuing liquidation options.We would like to take this opportunity to notify you that if you have had a change in yourfinancial circumstances and would like to be reconsidered for mortgage assistance, we encourageyou to visit our borrower portal online at www.cmsborrowerportal.com to learn more about theprogram options and to upload the documents electronically. Your complete loan modificationapplication package may be sent to CMS via fax at (877) 267-1331 or via email [email protected], regarding the alleged poor customer service and communication you received, aninvestigation concerning your allegations will be conducted by CMS and CMS will takewhatever action necessary in light of our findings. Again, we sincerely apologize for anyinappropriate communication that may have occurred.Based on the foregoing, we believe the record is clear that CMS has diligently attempted to assistyou in securing an affordable mortgage payment, although your financial circumstances at thetime of the most recent review resulted in a non-approval of all available home retention lossmitigation programs. It is also clear that CMS has properly communicated with you throughoutthe each of the review processes. Should you wish to further discuss your available options, weencourage you to contact our Home Retention Department at (866) 874-8560 for furtherassistance.We trust that this communication addresses all of the concerns noted in the complaint. If youhave any further questions, please contact the undersigned at (866) 874-5017, Monday throughFriday, 8:00AM to 5:00PM, Pacific Time. Sincerely,[redacted]Customer Advocate

December 27, 2017     Original response sent via regular mail   [redacted], [redacted]               RE:      Loan...

No.:                       [redacted]                         File No.:                         [redacted]                         Borrower:                       [redacted]                         Property Address:          [redacted], [redacted], [redacted]   Dear Ms. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on November 29, 2017. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.   As we understand the complaint, you state that CMS acquired the servicing to your loan in August of 2017. Immediately after the service transfer, you claim to have received a mortgage statement indicating that your loan was delinquent and due for an amount in excess of $2,000.00. Although you allege that CMS has confirmed receipt of your payments since the service transfer, you contend that CMS has been unable to properly apply your payments to the loan. As a result, you feel that CMS’s actions in servicing your loan are discriminatory and improper and are adversely impacting your credit rating. Consequently, your desired resolution is for CMS to remove any derogatory account information reported to the credit reporting agencies, to properly apply your mortgage payments to your loan, and to allow you to resume making mortgage payments via your online account.   As a preliminary matter, please accept this correspondence as confirmation that CMS does not engage in any type of illegal activity, predatory or fraudulent practices, or discrimination. Specifically, CMS abides by all federal and state laws and submits that we have properly serviced your loan pursuant to the terms of your mortgage loan agreement.   At the outset, please note that the servicing of the loan was transferred from Ditech Financial, LLC to CMS on or about August 16, 2017. At the time of the service transfer, your payment history indicated that your account was contractually delinquent and due for the February 1, 2015 mortgage payment. We have reviewed the loan servicing records in an effort to address the issues raised in the complaint and we can confirm that the loan did in fact transfer to our office a few days after having been approved for a permanent loan modification. However, based on the prior servicer’s records, it is evident that at the time that CMS acquired the loan the terms of the loan modification had not yet been applied to the loan. Consequently, that is the reason why your account showed a delinquent status when our office started servicing the loan.   That said, please accept this correspondence as confirmation that CMS has made all of the necessary updates to your account to reflect the modification terms previously approved by your prior servicer. Despite our best efforts, we were unable to match the data with the terms of the modification offered by your prior servicer in as timely a manner as you may have anticipated. Nevertheless, CMS would like to take this opportunity to sincerely apologize for any delays on our end as we worked on rebuilding the terms in order to finalize the loan modification and update your account. Rest assured that CMS strives to accommodate all reasonable customer expectations and resolve all customer requests as timely as possible and that the underlying causes for this delay have been addressed and resolved. For your reference and review, attached hereto as Exhibit “A” please find a copy of the loan modification that CMS offered you that resembles the modification terms offered by your prior servicer. We note here in passing that you agreed to and returned the fully executed CMS loan modification to our office on or about October 24, 2017.   Furthermore, solely as an expression of our commitment to the highest standards of customer satisfaction and not as an admission of fault or wrongdoing, CMS has suppressed all of your credit reporting since the effective date of the service transfer. In other words, CMS suppressed all of your credit reporting starting with August of 2017 through December of 2017. Additionally, pursuant to the Consumer Financial Protection Bureau (“CFPB”) guidelines, we have also suppressed your credit reporting for sixty (60) days upon receipt of your complaint. Specifically, we received your complaint on November 29, 2017 and the sixty (60) days will expire on January 28, 2018. As a result, CMS will resume monthly reporting of your account status and payment history to the credit reporting agencies in February of 2018.   Lastly, on December 13, 2017, our records indicate that CMS applied all of your mortgage payments to your account. As of the date of this correspondence, your account is current through December of 2017 and the next payment due is scheduled to be paid on January 1, 2018 in the amount of $786.32. For your reference and review, attached hereto as Exhibit “B” please find a payment history and account balances along with the transaction codes and definitions.   Based on the foregoing, CMS understands your frustration and we sincerely apologize for any perceived unprofessional or uncooperative customer service you believe you may have received due to the delay in matching the modification figures, drawing a new modification agreement, modifying your loan, and applying your payments. Please know that CMS is doing everything in its power to prevent any similar reoccurrences. Finally, if you have any questions with regard to the loan modification, please contact our Home Retention Department at (800) 790-9502, Monday through Friday, from 7:00AM to 5:00PM, Pacific Time. In closing, you should know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O. Box 5001, Westfield, IN 46074 or fax the correspondence to (800) 486-[redacted]    We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.     Sincerely,       [redacted] Customer Advocate   CC:      Revdex.com   Important Disclosures   -VERBAL INQUIRIES & COMPLAINTS- For verbal inquiries and complaints about your mortgage loan, please contact the Customer Service Department for Carrington Mortgage Services, LLC, at 1-800-561-4567 between 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.     -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.       -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-4287 or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor.     -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267-5474.     -NOTICES OF ERROR AND INFORMATION REQUESTS, QUALIFIED WRITTEN REQUESTS (QWR)- Written complaints and inquiries classified as Notices of Error and Information Requests or QWRs must be submitted to Carrington Mortgage Services, LLC by fax to 800-486-5134, or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, P.O. Box 5001, Westfield, IN  46074.  Please include your loan number on all pages of the correspondence.   You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting the Customer Service Department for Carrington Mortgage Services, LLC toll free at (800) 561-4567, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time. You may also visit our website at https://carringtonms.com/.

Dear Ms. [redacted],The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com (“Revdex.com”) and received in our office via email on November 2, 2016. CMS is committed to responsible lending and servicing, and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.As we understand your rebuttal, you state that although CMS fixed the credit reporting error in your original complaint, you were reported delinquent again in March, April, and May of 2016 despite the fact that you made those payments on time.Our records indicate that you made payments in the amount of $715.00 on March 15, April 15, and May 13, 2016. Our records further show that each of those payments were initially posted to unapplied funds because CMS could not implement your loan modification until CMS received approval from the bankruptcy court.Due to the bankruptcy filed May 28, 2015, CMS had to obtain approval from the bankruptcy court before it could implement your loan modification. As you can see from the enclosed docket, the loan modification was not approved by the court until May 16, 2016. Our records indicate that following receipt of the bankruptcy court’s approval, the permanent modification was implemented and the March, April and May payments were applied in accordance with the modified terms.Upon receiving your rebuttal, we submitted the enclosed Automated Universal Data (“AUD') form to the major credit reporting agencies, requesting that they update your history to reflect "D”, which suppresses the derogatory credit reported beginning March 2016 and continuing through May 2016. Our records show that June, July, and August have been reported correctly. We trust that this communication addresses all of the concerns noted in your complaint. Carrington Mortgage Services, LLC is committed to customer satisfaction and we look forward to resolving any concerns you may have. We can be reached at [redacted] Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.Sincerely,[redacted]Litigation Paralegal

October 9, 2015
[redacted]
[redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]

Dear Mr. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Better...

Business Bureau received in our office via email on September 15, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As we understand the complaint, you claim that delays by CMS’s Mortgage Lending Division (“MLD”) caused your refinance transaction to be delayed. You go on to state that CMS also removed the scheduled closing date of September 14, 2015. You are requesting CMS to expedite the processing and approval of your refinance transaction.
A review of our records found that MLD received your application January 27, 2015 for a Streamline Refinance. As part of the loan application process, a copy of your credit report was obtained. A further review of your credit report confirmed that the existing loan with CMS was current and due for the January 1, 2015 payment. In light of the above, MLD provided you with a conditionally approval based on the credit and income information provided.
On January 18, 2015 CMS confirmed your January 1, 2015 payment had not been received. As you failed to make the January 1, 2015 payment prior to the fifteen (15) day grace period, a late charge in the amount of $51.13 was assessed to your loan. Please note, as required by law, we may report information about your account to the credit bureaus. Late payments, missing payments, or other defaults on your account may be reflected in your credit report.
As the January 1, 2015 payment was not made on or before the last day of January 2015, CMS reported your loan thirty (30) days delinquent on February 10, 2015. Please note, any payment received by CMS after the month in which the payment is due will be reported to the credit reporting agencies as delinquent.
On February 1, 2015, your loan became due for both the January 1, 2015 and the February 1, 2015 payments for a total amount due of $2,607.91. This amount consisted of the January 2015 payment in the amount of $1,278.39, a late charge of $51.13 and the February 2015 payment in the amount of $1,278.39. On February 16, 2015 CMS mailed you a Late Charge Notice confirming your payment had not been received on or before the fifteen (15) day grace period. It was also on this day that a late charge in the amount of $51.13 was assessed to your loan.
That same day, you scheduled a payment through the CMS website in the amount of $2,607.91. This payment was applied to both the January 2015 and February 2015 payments and one late charge in the amount of $51.13. On this same day, CMS issued you a Speed Pay Confirmation letter which acknowledged that you scheduled a payment to be drafted from your checking account. The bank information you provided was for the following:
Bank: [redacted]
Routing Number: [redacted]
Checking account number: [redacted]
Confirmation number: [redacted]
On February 25, 2015 CMS was notified that your $2,607.91 payment processed on February 16, 2015 had been rejected by your financial institution due to Non-Sufficient Funds. Subsequently, CMS reversed the January 2015, February 2015 payments along with the late fee totaling $51.13. Later that day, CMS issued you a Retuned Payment Notice. T
In light of the above, CMS had no other alternative but to report the loan thirty (30) days delinquent for the February 2015 payment and sixty (60) days delinquent for the January 2015 payment. Accordingly CMS reported the loan delinquency on March 10, 2015.
On March 4, 2015, you spoke with CMS regarding your February 16, 2015 payment. CMS informed you about the returned payment. You scheduled a Check by Phone payment in the amount of $2,586.00, with our Customer Service Department. These funds were posted to the January 2015 and February 2015 payment. The remaining funds in the amount of $29.22 were applied to suspense.
On March 13, 2015 you scheduled a Check by Phone payment with our Customer Service Department, in the amount of $1,391.43. This payment was applied to the Marcy 1, 2015 payment in the amount of $1,278.39, late charges of $102.26 and a Check by Phone fee of 10.78. The bank information you provided was for the following:
Bank: [redacted] (JPMC)
Routing Number: [redacted]
Checking account number: [redacted]
Confirmation number: [redacted]
On March 18, 2015 CMS was notified that the payment made on March 13, 2015 in the amount of $1,391.43 was returned as unable to locate/account not found. Subsequently, CMS reversed the returned payment and adjusted your loan to reflect a next payment due date of March 1, 2015. Later that day, CMS issued you a Retuned Payment Notice.
Also on this day, you contacted CMS and stated that your checking account had to be close due to fraud. You then scheduled a Check by Phone payment in the amount of $1,406.43, to replace the March 1, 2015 payment and late charge of $51.13. You also requested that the late charge be waived. CMS encouraged you to submit a written request and proof of the fraud activity in order to consider your request. As of the date of this letter CMS has not received any supporting documentation regarding fraudulent activity on your bank account.
As part of the MLD underwriting review of your Streamline Refinance application a verification of mortgage was conducted which confirmed that your January 2015 payment was in fact reported as being sixty (60) days delinquent and your February 2015 payment was reported as being thirty (30)days delinquent. Regrettably, due to the derogatory information reported to the credit bureaus, you failed to meet the FHA Streamline minimum requirements.
On April 22, 2015, MLD mailed you a Statement of Credit Denial, Termination, or Change.
This notice confirmed that your application had been denied, and listed the denial reason as Credit. Later, you spoke with [redacted], and stated that your payments were late due to a fraud issue on your checking account. [redacted] encouraged you to submit your written request to correct your credit along with supporting documentation.
On September 2, 2015 you spoke with [redacted] and stated that the credit correction paperwork had been submitted to CMS, and stated you wanted to move forward with a Streamline Refinance of your loan. [redacted] contacted our Customer Service Department to confirm a credit correction has been completed on your loan. Unfortunately, our Customer Service Department had no record of receiving your written dispute or supporting documentation regarding the alleged fraudulent activity on your bank account. A further review has determined that at no time did [redacted] provide you with a scheduled closing date as stated in your complaint.
Lastly, if you would like to submit your written request for credit correction, along with supporting documentation you may fax this information directly to our Customer Research Department at [redacted] or via mail to the following address:

Carrington Mortgage Services, LLC
Attn: Customer Service Research Department
[redacted]
Based on the foregoing, we believe the record is clear that CMS processed your loan application in accordance with the FHA lending guidelines. Although it took time to confirmed information and documentation, CMS referred the file to underwriting promptly and provided you with a loan decision within a reasonable timeframe.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com

February 24, 2017   *
[redacted]  [redacted]                RE:      Complaint No.:           [redacted]...

Loan No.:                    [redacted] Property Address:       [redacted]  [redacted]     Dear Mr. and Mrs. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on February 1, 2017.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.   As we understand your complaint, you state that you agreed to a repayment plan to bring your loan current, which required you to make four payments with the first payment due on December 31, 2016 and thereafter each month through March 31, 2017.  In addition, these payments were scheduled to be withdrawn via Automatic Clearing House (“ACH”) from your bank account on the last day of each month.  You claim that CMS withdrew a payment from your bank account on December 19, 2016 without your knowledge or authorization.  You go on to say that, although this early withdrawal from your bank account caused a financial strain, you did not address this matter with CMS as you believed the payment was for your December 2016 repayment plan payment. You state that on January 2, 2017 and again on January 9, 2017, CMS attempted to withdraw additional payments from your bank account, which caused overdraft fees and a series of “bounced checks”.  You indicate that you called CMS and during this call you were asked to send CMS copies of your bank statement showing the bank fees and that CMS would reimburse you for the overdraft fees you had incurred.  However, as of the date of this complaint you have not received any reimbursement from CMS.  Lastly, you express concerns with CMS for processing payments that you believe were not authorized, and request that CMS remove all negative credit reporting on your loan.    Upon review, our records show that you called CMS on December 19, 2016 and during this call you indicated that you had fallen behind on your payments due to cash flow problems.  The CMS Representative suggested a repayment plan to help you bring your loan current, and you agreed to a four month repayment plan.  At the time, your loan was showing due for the October 2016 payment.  The approved repayment plan required you to pay $1,858.61 on December 31, 2016, $1,858.61 on January 31, 2017, $1,858.61 on February 28, 2017, and $1,858.61 on March 31, 2017.  The CMS Representative set up for ACH payments to be drafted from your bank account.  Regrettably, due to an inadvertent clerical error, the CMS Representative scheduled the first payment to be drafted from your bank account on the date of the telephone call, December 19, 2016 instead of December 31, 2016.   We would like to take this opportunity not only to express our sincere apologies for the inconvenience that you may have experienced, but also to thank you for bringing this matter to CMS’s attention.  Please note that Customer Service Management has reviewed and addressed this incident and taken the appropriate action internally to prevent reoccurrences.    Upon further review, the records show that on December 19, 2016 CMS processed an ACH payment in the amount of $1,858.61.  This payment was applied to your October 1, 2016 payment in the amount of $1,181.20, and $677.41 was held in your loan’s Unapplied funds account.   On December 31, 2016, CMS processed another ACH payment in the amount of $1,858.61.  This payment was applied to your November 1, 2016 payment in the amount of $1,181.20, and $677.41 was combined with the funds in the Unapplied account for a total of $1,354.82.  That same day, CMS applied from the Unapplied account your December 1, 2016 payment in the amount of $1,181.20, and $173.62 was applied to late fees.   On January 3, 2017, you called CMS and during this call you expressed concerns and dissatisfaction with CMS for processing an ACH payment on December 31, 2016, which had caused an overdraft on your bank account and associated fees in the amount of $105.00.  The CMS Representative informed you that CMS would research this matter, and if the ACH was processed as a result of a CMS error, CMS would reimburse you for any overdraft fees incurred.  The CMS Representative informed you to send CMS a copy of your bank statement showing the overdraft charges you incurred.  In addition, you asked if CMS would be refunding you the amount of the ACH payment that was drafted on December 31, 2016 in the amount of $1,858.61.  The CMS Representative informed you that CMS would not review a refund request for the payment until it received verification that the payment had been paid by your bank.  The CMS Representative provided you with the fax number so you could send the bank information to our CMS Research Department.   On January 9, 2017, you called CMS and during this call you informed the CMS Representative that CMS had attempted to draft another payment in the amount of $1,858.61 from your bank account.  You expressed concerns and dissatisfaction with CMS for drafting funds that were not authorized, which was causing you extensive over-draft fees and returned checks. In addition, you requested all scheduled ACH payments to be canceled.  The CMS Representative apologized for the inconvenience and assured you that CMS would cancel all of scheduled ACH payments.  Additionally, the CMS Representative informed you that the CMS system did not show any record of a payment being processed on your account on that date.  That same day, CMS canceled the ACH payments that were scheduled for January 31, 2017, February 28, 2017 and March 31, 2017. Please note that we do not show any record of a payment being processed by CMS for your loan on January 9, 2017.      On or about January 10, 2017, CMS received copies of your bank statement, which showed you had incurred a total of $252.00 in bank fees.  Accordingly, this information was referred to our Customer Service Research Department for review and processing.   Thereafter, on January 27, 2017, CMS received notification from your bank that the ACH payment, which had been processed by CMS on December 31, 2016 in the amount of $1,858.61 would not be paid.  The reason noted was that you had instructed your bank not to pay this payment.  That same day, CMS reversed this payment, which also rolled back the due date on your loan to November 1, 2016.  On January 30, 2017, CMS sent you a letter that notified you of this returned payment.    Please note that as of the date of this letter your loan is showing due for the November 1, 2016 payment, with a credit in the amount of $677.41 in your Unapplied account.  Attached for your ease of reference is a copy of this letter.  Also attached for your ease of reference is a payment history that shows payment transactions on your loan from January 30, 2015 to January 27, 2017.    On February 23, 2017, CMS completed the processing of your request for reimbursement of the bank fees incurred in the amount of $252.00.  Please note that a check in the amount of $252.00 will be forthcoming to you by separate mail shortly.   Based on the foregoing, we acknowledge that despite our best efforts an inadvertent clerical error occurred during processing of the ACH payments for the approved repayment plan, and as a result the first payment due on the approved repayment plan was processed on December 19, 2016 instead of December 31, 2016.  Once again, we would like to not only express our sincere apologies for the inadvertent clerical error and any inconvenience that you may have experienced in this matter, but also would like to thank you for bringing this matter to CMS’s attention.  CMS is always looking for ways to improve service levels and your feedback is important us.    Lastly, CMS has determined that the information we reported to the major credit bureaus accurately reflects the your payment history and loan 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.    In closing, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If the borrowers wish to contact CMS regarding the administration of their loan they may do so by calling our Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. The borrowers can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O. Box 3489, Anaheim, CA 92803 or fax your correspondence to (800) 486-5134.   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, 8:00 AM to 5:00 PM, Pacific Time.     Sincerely,     [redacted] Customer Advocate   CC:  Revdex.com     IMPORTANT DISCLOSURES     -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: [redacted], [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.   -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You can also contact the CFPB at [redacted], or by going to www.consumerfinance.gov/find-a-housing-counselor.   -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted]   -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Thank you for doing what I have not been able to for months. I am amazed that they just discovered the "system generated override".  I have started to receive my monthly statements.  Again, Thank you.  I will reach out to you again should I have any further issues with this company. 
Regards,
[redacted]

May 20, 2016     Original response 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 April 25, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.   As we understand your complaint, you claim that your mortgage is included in an active bankruptcy and that CMS continues to perform property inspections. Moreover, you state that the purpose of the property inspections is to inquire when the mortgage payments will be made. Consequently, your desired resolution is for CMS to stop conducting property inspections and to waive any charges that may have been assessed in connection with the inspections.   As a preliminary matter, please accept this correspondence as confirmation that CMS has already made the necessary updates to your account to reflect the current bankruptcy status. It is important to understand that CMS’s policy is to cease any and all attempts to collect a debt in order to comply with any relevant automatic stay and/or bankruptcy discharge order. More specifically, CMS’s policy is to deactivate online accounts for all customers who have filed a bankruptcy in an effort to avoid any attempt to collect a debt improperly. Moreover, CMS policy prohibits sending billing statements to all customers that are the subject of an active bankruptcy or a discharged bankruptcy except upon request. Please note that the purpose of this policy is to protect CMS’s customers and to prevent any implication that CMS might be attempting to collect a debt improperly.   If you want to receive monthly billing statements, please provide a letter of authorization from you indicating your desire to receive monthly billing statements. To expedite receipt and processing of your request, please fax a signed and dated copy of your letter directly to our Customer Service Research Department at [redacted]. Please make certain to reference your loan number on all pages of your correspondence.   As it pertains to the property inspections, please understand that a mortgage servicer has the right to conduct property inspections when a borrower has failed to perform the covenants and agreements contained in a Deed of Trust. In other words, when a borrower is delinquent on their loan, a mortgage servicer may inspect the property out of abundance of caution and to protect both the borrower and lender’s interest in the property. Furthermore, our records indicate that CMS has conducted non-contact property inspections to comply with the current bankruptcy status. In other words, our field representatives should not be in direct contact with you or discussing your account status. To the extent that you are claiming that CMS has violated your current bankruptcy status, we ask that you provide whatever evidence you may have of the purported violation. In the absence of any such evidence, we submit that the conduct of the property inspections is proper and that the fees assessed to the account are valid. As a result, CMS respectfully denies your request to waive any charges that may have been assessed to your account in connection with the property inspections.   Based on the foregoing investigation and review of your account, we are unable to find any evidence of wrongdoing on CMS’s behalf. Nevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time.   We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.   Sincerely,       [redacted] Customer Advocate   CC:      Revdex.com   IMPORTANT DISCLOSURES   -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.   -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].   -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].   -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].   Tell us why here...

May 12, 2016
[redacted]
[redacted]
[redacted]
RE: Loan No.: [redacted]
Borrower: [redacted]
Property Address: [redacted], [redacted]
Complaint I.D. No.: [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 April 29, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As you are aware, our Customer Advocate Department originally received this identical inquiry from you via the Consumer Financial Protection Bureau (“CFPB”) on April 28, 2016 which raises the exact same issues as this complaint. Accordingly, the loan was researched and the attached response was sent to you by CMS on May 12, 2016.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

February 2, 2015[redacted] RE: Loan No.: [redacted] Complaint I.D. No.: [redacted]Dear [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com...

regarding the above-referenced loanreceived in our office via email on January 22, 2015. CMS is committed to responsible lendingand servicing and we would like to address any concerns you may have. The following is ourresponse to the issue(s) raised in the inquiry.As we understand the complaint, you state that you accessed CMS's website on November 27,2014, and again shortly thereafter, in an attempt to submit your mortgage payment that becamedue on November 1, 2014. You claim that you were unable to successfully remit the payment onthese dates because you received error messages. You go on to state that you then made apayment via CMS's Interactive Voice Response ("IVR") phone payment system on November30, 2014. This payment was not applied to your loan until December I, 2014 which resulted inCMS reporting that you made the November 1, 2014 payment thirty days late.A review of our records found that the first payment due under this newly originated FederalHousing Administration ("FHA") insured loan became due on March 1, 2014 in the amount of$2,051.97. On March 5, 2014, CMS received and applied the March 1, 2014 mortgage paymentin the amount of $2,051.97. You continued to submit your monthly mortgage payment to CMSwithin the same month that the payments became due and prior to the late charge date throughthe month of September 2014. As you are aware, your monthly mortgage payment increasedfrom $2,051.97 to $2,096.41 due to an escrow shortage, effective with the September L 2014mortgage payment.Because CMS was not in receipt of your October 1, 2014 payment on or before the sixteenth dayof the month, a late charge was assessed to your loan on September 17, 2014 in the amount of$83.85. On October 31, 2014, CMS received and applied your October 1, 2014 payment in theamount of $2,180.26 which was made up of the contractual payment of $2,096.41 and the latecharge in the amount of $83.85.On November 20, 2014, CMS contacted you in an effort to secure the November 1. 2014mortgage payment. The CMS representative provided you with the total amount due of$2,180.62 which included a late charge in the amount of $83.85 that was assessed to your loanon November 17, 2014.You notified the CMS representative that you intended to make the November I. 2014 paymentvia CMS's phone payment system on November 30, 2014. The CMS representative informedyou that you risked negative credit reporting and also explained that a Notice of Intent toforeclose would be issued to you if CMS received your payment after the month in which itbecame due. Because the CMS representative informed you that your escrow account containedan escrow shortage in the amount of $379.33, you requested that CMS accept a phone paymentto satisfy the escrow shortage. The CMS representative secured a phone payment of $379.33that day.On November 25,2014, CMS again contacted you in an effort to secure the November I, 2014payment. After you verified your identity, the CMS representative provided you with the totalamount due of$2,180.62. You stated that you would make the payment at the end of the monththen abruptly terminated the call before the CMS representative could inform you that thepayment must be made on or before end of business on November 28, 2014 for the payment tobe applied the same month. On December I, 2014, CMS received funds in the amount of$2,180.26 via CMS's IVR phone payment system, which funds were applied to the November 1,2014 mortgage payment.It is important to note that when you contact CMS's Customer Service telephone number at[redacted] the IVR prompts you to press " 1" to make a payment by phone. Once youpressed "1 ", the IVR reminded you that you may make your payment for no charge by visitingCMS's website. The IVR then prompts you to press " 1" to make a payment now using CMS"sautomated SpeedPay feature for only $5.00. Once you pressed "1 ", the below disclaimer isannounced before requesting you to enter your routing and account information. Please note that all payments must be submitted by 6:00PM Pacific Time to ensure same day posting. Payments made on the last day of the month falling on Sunday will be posted the next business day and may be reported as a thirty day late.Because November 30, 2014 fell on a Sunday, the phone payment you made on November 30,2014 was appropriately applied to your loan on December 1, 2014. CMS is obligated by federallaw to provide timely and accurate credit reporting in regard to the current loan status, paymenthistory and loan information. We have determined that the information reported to the majorcredit bureaus properly reflects your payment history and loan information. We are, therefore,unable to make the requested changes to the reported information.We would like to take this opportunity to remind you that all payments are due on the fi rst day ofeach month, and are considered late as of the second day of the month. I r the payment is notreceived by CMS on or before the sixteenth day of the month, a late fcc will b~: assessed to yourloan. Any payment received by CMS after the month in which the payment became due may bereported to the credit reporting agencies as delinquent. We encourage you to remit your paymentto CMS on the date that it becomes due to prevent late fees, or derogatory credit reporting forany unexpected issues that may arise when making your monthly mortgage payment. For yourease of reference, please find the below summarized loan payment history. Based on the foregoing, we believe the record is clear that CMS has properly reported accurate loan and payment information to the credit reporting agencies for the month of November 2014. CMS is unable to locate any evidence that our website was not properly functioning on or about the dates you state you received error messages. Should you wish to further discuss any aspect of your loan, we encourage you to contact our Customer Service Department at (800) 561-4567 for further assistance.We trust that this communication addresses all of the concerns noted in the complaint. If youhave any further questions, please contact the undersigned at [redacted]. Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.Sincerely,[redacted]Customer AdvocateCC: Revdex.com

May 5, 2017     ORIGINAL RESPONSE SENT VIA REGULAR MAIL   [redacted]
[redacted]
[redacted]   RE:      [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 17, 2017.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.   As we understand your complaint, you state that you received a mortgage statement from CMS that reflected that your account was due for two payments. You claim that in fact you had sent two checks to CMS in March 2017; however, the two checks were not credited to your account.  You also state that you contacted CMS to resolve your issue and found that CMS had no record of receiving your two checks.  You further state that you faxed copies of the cancelled checks to CMS on or about April 12, 2017.  Furthermore, on April 14, 2017 you received a letter from CMS threatening to foreclose on your property.  You claim that you contacted CMS later that day and were informed that CMS had not received the copies of your cancelled checks and you were advised to refax the information to CMS.  You state that your experience is unacceptable, and you are concerned that your credit is being affected in a negative manner.  Your desired resolution is for CMS to show your account as being current and for any derogatory credit information to be removed from your credit profile.   At the outset, please note that your loan originated on August 31, 2016. Your first payment of $998.56 was due on October 1, 2016.  A review of our records shows that CMS received your October 1, 2016 through February 1, 2017 monthly mortgage payments in a timely fashion.   On March 17, 2017, CMS completed the first escrow analysis for your account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”) that same day.  It is important to understand that CMS analyzed your escrow account pursuant to the regular escrow analysis schedule for your state.  For the State of New York, CMS performs an escrow analysis in March of each year.  For your reference, attached is a copy of the March 17, 2017 AEADS.  The purpose of the AEADS was to advise you of the projected escrow activity for the escrow cycle beginning May 1, 2017 and ending April 30, 2018.   The AEADS projected that your yearly city taxes would be $2,775.82, your yearly school taxes would be $1,825.41, your yearly Mortgage Insurance Premium would be $710.16, and your yearly homeowners insurance premium would be $1,193.00.  Correspondingly, the total disbursements for your escrow cycle beginning May 1, 2017 and ending April 30, 2018 were $6,504.39, which if spread over a twelve month period is equal to approximately $542.03 per month.   Moreover, please note that a mortgage servicer is permitted by law to collect an escrow cushion. An escrow cushion is a minimum amount of money held in the escrow account to prevent the escrow balance from being overdrawn.  The reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow account.  Because 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, 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 over twelve months, unless state law allows for a lesser amount. Additionally, when the escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be the 1/6th escrow cushion amount. If you wish to have a better understanding of RESPA, escrow accounts, and you rights as a consumer, CMS encourages you to visit the U.S. Department of Housing and Urban Development website at www.hud.gov.   Therefore, CMS was authorized to collect no more than 1/6th of your total projected escrow disbursement for the escrow cycle beginning May 1, 2017 and ending April 30, 3017 as an escrow cushion.  CMS does not include the disbursement of your yearly Mortgage Insurance Premium in the collection of the 1/6th monthly escrow cushion amount. Correspondingly, the total escrow cushion that CMS was allowed to collect was $965.70, which represents two months of escrow payments.  Based on the calculations from the March 17, 2017 escrow analysis, your low point escrow balance was $960.52.  In order to reach the required escrow balance of $965.70, the allowed 1/6th cushion, CMS needed to collect an escrow shortage in the amount of $5.18.  Resultantly, that is the reason why your overall monthly mortgage payment increased by $1.40, from $998.58 to $999.98 effective with the May 1, 2017 mortgage payment.    On March 18, 2017, CMS sent a No Contact Letter to you advising that the March 1, 2017 payment of $998.58 had not been received and a late charge of $9.15 had been assessed to your account.    On April 5, 2017, an unauthorized third party (“UTP”) contacted CMS to inquire about the account status.  The loan counselor informed the UTP that CMS was unable to speak with her without your authorization.  The UTP advised the loan counselor that you would contact CMS later in the day.  Later that day, you contacted CMS and informed the loan counselor that you had sent in the March 1, 2017 payment in the form of two checks in the amounts of $600.00 and $400.00, respectively.  You informed the loan counselor that both checks had cleared your accounts on March 17, 2017.  The loan counselor reviewed your account and informed you that there was no record of CMS receiving your checks and encouraged you to fax front and back copies of the cancelled to CMS’s Customer Service Research Department at (949) 517-5220 in order to locate your payment.   That same day, you contacted CMS again and informed the loan counselor that you had confirmed with both of your financial institutions that both checks had cleared your accounts.  You informed the loan counselor that check number 389 in the amount of $400.00 had cleared your bank account on March 15, 2017, and check number 3452 in the amount of $600.00 had cleared your bank account on March 17, 2017.  The loan counselor informed you that she would discuss your account with her supervisor and would follow up with you later that day.  As promised, the loan counselor attempted to contact you later that day; however, there was no answer and she was unable to leave a message as there was no voicemail available.    Because your loan was showing contractually delinquent for the March 1, 2017 mortgage payment, on April 6, 2017 CMS sent the attached Notice of Intent to Foreclose (“NOI”) to you.  The amount to cure the delinquency at that time was $2,006.31.    On April 10, 2017, CMS contacted you to inquire about the delinquent status of your account.  You informed the loan counselor that you had already mailed in your April 1, 2017 mortgage payment and you were disputing the March 1, 2017 mortgage payment.  You further informed the loan counselor that you would be forwarding copies of your cancelled checks to CMS as soon as you could.  The loan counselor offered to provide you with the fax number to the Customer Research Department; however, you informed the loan counselor that you were unable to take the fax number at that time.  The loan counselor informed you that she would call you back and leave the fax number to the Customer Service Research Department on your voicemail.  During this telephone conversation, the loan counselor also informed you that your May 1, 2017 payment was scheduled to increase to $999.98.  A short while later, the loan counselor attempted to contact you to provide you with the fax number to the Customer Service Research Department; however, there was no answer and your voicemail was not set up to accept messages.   On April 12, 2017, you contacted CMS to obtain the fax number to the Customer Service Research Department.  The loan counselor encouraged you to fax your information to (949) 517-5200.  You informed the loan counselor that you would fax your information later that day.    On April 14, 2017, you contacted CMS to inquire whether CMS had located your missing payment.  The loan counselor reviewed your account and inquired whether you had sent in the front and back copies of your cancelled checks.  You informed the loan counselor that you had faxed the information to CMS on April 12, 2017; however, you did not have the fax number available during the call.  The loan counselor continued to review your account; however, there was no record of CMS having received your faxed information.  The loan counselor recommended that you refax the information.  You advised the loan counselor that you had already taken the time to fax the information to CMS and proceeded to terminate the call.   On April 14, 2017, CMS received funds in the amount of $1,020.00 from you.  These funds were applied to the March 1, 2017 mortgage payment of $998.58.  The remaining $21.42 was placed in an unapplied status.  After the application of these funds, the account was still due for the April 1, 2017 payment of $998.58, with an unapplied balance of $21.42.     On April 17, 2017, you contacted CMS to inquire whether CMS had located your missing payment.  You informed the loan counselor that you had faxed your information to CMS on April 12, 2017.  The loan counselor informed you that your missing payment had not been located and recommended that you allow additional time for CMS to locate your payment.  Regrettably, the loan counselor failed to advise you that CMS had no record of receiving any information regarding your missing payment.  CMS sincerely apologizes for any inconvenience this miscommunication may have caused you.    On April 20, 2017, you contacted CMS again to inquire whether CMS had located your missing payment.  The loan counselor reviewed your account and informed you that the account was still showing due for the April 1, 2017 payment and that the Customer Service Research Department could take up to thirty days to complete the research on your account.  The loan counselor also informed you that our Customer Advocate Department had received your Revdex.com complaint and would be researching and responding to your inquiry.  As a result, CMS would be suppressing the reporting of loan and payment information to your credit profile until June 17, 2017.  It is important to note that the loan counselor also failed to advise you that CMS had no record of receiving your information.  Again, CMS sincerely apologizes for any inconvenience this miscommunication may have caused you.  Later that day, CMS reversed $21.42 from unapplied status and applied the funds toward the principal balance.   Upon receipt of your Revdex.com complaint, we confirmed that the information you provided to CMS was insufficient by itself to locate the missing payments as you did not provide CMS with front and back copies of the cashed payments in question.   Nevertheless, solely as an expression of our commitment to the highest standards of customer satisfaction, we requested that our Cashiering Department review every single check in the amounts of $400.00 and $600.00, respectively received by CMS between March 10, 2017 and March 17, 2017.    After a thorough investigation, on May 2, 2017 the missing payments in question were located.  CMS has confirmed that due to an internal automation error made by the lock box at our payment processing center, your payment was misapplied to another account.  CMS would like to take this opportunity to sincerely apologize to you for any inconvenience you may have experienced due to the inadvertent error.       Later that day, CMS began taking the necessary actions to retroactively apply the funds to your loan effective as of the original date of receipt.  Accordingly, CMS reversed the $21.42 principal curtailment and $998.58 payment that was applied on April 14, 2017.  CMS then retroactively applied your $1,000.00 payment to the March 1, 2017 payment of $998.58, with the remaining $1.42 being applied toward the principal balance with an effective date of March 14, 2017.  Your funds in the amount of $1,020.00 were also retroactively applied to the April 1, 2017 payment of $998.58 with the remaining $21.42 being applied toward the principal balance with an effective date of April 14, 2017. After the reapplication of your funds, your account is contractually current and showing due for the May 1, 2017 payment of $999.98.    Because your March 1, 2017 payment was satisfied effective March 14, 2017 and your April 1, 2017 payment was satisfied effective April 14, 2017, the late charges of $9.15 that were initially assessed to your loan on March 17, 2017 and April 17, 2017, have been removed from your account.  A copy of your loan payment history showing these transactions, along with the loan servicing system transaction codes and definitions are attached for your review.   On May 3, 2017, CMS sent the attached Automated Universal Data (“AUD”) form to the credit reporting agencies to remove any derogatory credit information that was reported to the credit reporting agencies for the March 1, 2017 mortgage payment.  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.   CMS would like to take this opportunity to thank you for bringing this matter to our attention and once again apologize for any inconvenience and undue hardship this inadvertent error may have caused.  CMS respectfully submits that after a diligent review of all payments matching the missing payment was completed, CMS was able to locate the missing payment and make the appropriate corrections to your account.  CMS has also ensured that all late charges caused by this error have been removed from your loan and that any derogatory information that was reported to the credit agencies is being removed.  Should you have any questions or concerns regarding any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time.    We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.   Sincerely,     [redacted] H. [redacted] Customer Advocate   CC:      Revdex.com

January 23, 2017     [redacted]
[redacted]
[redacted]  [redacted]                [redacted]      [redacted]...

[redacted]                       [redacted]
[redacted]                                [redacted]
                        [redacted]                   [redacted]  [redacted]                 Dear Mr. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on January 4, 2017.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.   As we understand your complaint, you express concerns and dissatisfaction with your loan application process with CMS.  In addition, you indicate that you began your loan application process on October 14, 2016, and that you believed the loan would close in forty-five days; however, as of December 23, 2016 your loan had not closed, and it is your belief that CMS is responsible for unnecessary delays in the loan application process.   As a preliminary matter, the records show that the aforementioned loan closed on January 4, 2017.  As you are aware, on the evening of December 23, 2016 your concerns regarding the process of your loan were escalated to senior management.  On December 24, 2016, Craig [redacted], Vice President of CMS Lending called you, and during this call you expressed your concerns and dissatisfaction with your loan process.  Mr. [redacted] apologized for any inconvenience that you may have experience during the loan process, and assured you that he would review your loan application and see what was causing the delays in the process. Mr. [redacted], identified the outstanding loan conditions, and assisted you with the completion of the outstanding conditions in order to meet the new closing date of January 4, 2017.  Additionally, Mr. [redacted], remained your point of contact throughout the process and up to the date of closing.   Upon review, our records show that on or about October 18, 2016 CMS received a loan application from you for a Federal Housing Administration (“FHA”) insured loan in the amount of $57,439.00 to purchase the property located at [redacted]  [redacted] with a projected closing date of December 2, 2016.  On October 28, 2016, CMS requested an appraisal, and the inspection date was scheduled for November 7, 2016.  On November 15, 2016, CMS received the appraisal report, which indicated that the value of the subject property was $58,000.00, subject to repairs needed to meet FHA guidelines.    The records show that the necessary repairs and inspections, as well as a discrepancy in the gifted funds documentation, are what caused the closing of this loan to extend beyond the original contract close date of December 2, 2016.  More specifically, the repairs noted in the appraisal report were structural and required additional inspections.  Accordingly, the property was inspected two additional times for completed repairs, and the final inspection report was received by CMS on December 15, 2016. Additionally, CMS’s Underwriting Department did not initially approve the gifted funds, as your application was missing the proper paper trail to document the source of the funds. On December 27, 2016, an acceptable paper trail was provided, and the file was submitted to underwriting for final review and clearance to close.  Please note that the records show that CMS received two signed extensions from the seller. The first extension was granted to December 30, 2016, and the second extension was granted to January 4, 2017.   While we regret that CMS was unable to close your loan as quickly as you desired, we believe the record is clear that CMS was professional and as timely as possible with this loan process given the unexpected delays in completing the extensive needed repairs to the property, and obtaining the required gifted funds documentation in order to meet FHA guidelines.  Nevertheless, CMS understands your frustration and would like to take this opportunity not only to express our sincere apologies for the inconvenience that you may have experienced, but also to thank you for bringing this matter to CMS’s attention.  CMS is always looking for ways to improve service levels and your feedback is important us.    We trust that this communication addresses all of the concerns noted in the Complaint. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.   Sincerely,     [redacted] Customer Advocate   CC:  Revdex.com         IMPORTANT DISCLOSURES     -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-4567.  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.   -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-4287 or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor.   -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267-5474.   -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at P.O. Box 3489, Anaheim, CA 92803.

May 25, 2016     Original response 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 April 26, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.   As we understand your complaint, you claim that you sent a mortgage payment to CMS and that your payment was not delivered to our office. You go on to say that you contacted our office to request for the late charge to be waived and were advised to submit a front and back copy of the check and a running bank statement. Notwithstanding the documentation that your bank sent to CMS on your behalf confirming that a bill pay check was sent to our office, you allege that CMS refuses to waive the late charge. As a result, you feel that CMS’s actions in servicing your account are unprofessional, inconsiderate and not customer oriented. Consequently, your desired resolution is for CMS to waive all of late charges assessed to your account in connection with the missing mortgage payment, confirm that no delinquencies were reported to the credit reporting agencies, and to provide you with a better customer service experience.   As a preliminary matter, please let this correspondence serve as confirmation that, solely as an expression of our commitment to the highest standards of customer satisfaction and not as an admission of fault, wrongdoing, or of the validity of your allegations, CMS has agreed to waive the late charges assessed to your account. Specifically, CMS agreed to waive both the March 1, 2016 and April 1, 2016 late charges in the amount of $21.19 each. On April 28, 2016, CMS credited your principal balance in the amount of $21.19 for the March 1, 2016 late charge that you paid and waived the April 1, 2016 late charge from your account. As of the date of this correspondence, your account is current through May of 2016. The next payment due is scheduled to be paid on June 1, 2016 in the amount of $682.94. For your reference, attached hereto as Exhibit “A” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions. As a reminder, all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the month. If the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late charge will be assessed to your account pursuant to the terms of your mortgage loan agreement.   That said, our records confirm that you make your monthly mortgage payments via a bill pay service. Please note that when you make a payment via bill pay, that payment is not wired or deposited to CMS on that same date. Instead, while your bank may debit your bill pay amount from your checking or savings account on the date you select the payment to be made, your bank may still have to issue a physical check which is usually sent via regular United States Postal Service (“USPS”) mail. As a way to prevent any additional late charges, you have the option to send your bill pay check a few days earlier to account for the number of days that it may take USPS to deliver your physical check to our payment processing center. Please further note that CMS has no control over the delivery timeframe of USPS and that is the reason why we encourage you to send your bill pay check a few days earlier.   Likewise, you also have the option to make your mortgage payments via CMS’s auto draft payment option. The auto draft payment option provides borrowers with the ability to choose the date or frequency they want CMS to draft their monthly payment, including the ability to add up to $1,000.00 additional principal amount or additional escrow amount to the monthly principal and interest payment. For your reference, a copy of the auto draft payment form may be found on our website along with all other available payment options and applicable fees (if any) by visiting https://carringtonms.com. If you are interested in enrolling in auto draft, the complete, original form may be mailed to Carrington Mortgage Services, LLC, [redacted] or a scanned copy can be faxed to [redacted].   With regard to your credit report, our records indicate that no delinquencies have been reported to the credit reporting agencies. Moreover, pursuant to the Consumer Financial Protection Bureau (“CFPB”) guidelines, we have suppressed your credit reporting for sixty (60) days upon receipt of your complaint. In other words, your complaint was received on April 26, 2016 and the sixty (60) days will expire on June 26, 2016. As a result, CMS will report your account status and payment history to the credit reporting agencies in July of 2016.   Based on the foregoing investigation and review of your account, we are unable to find any evidence of wrongdoing on CMS’s behalf. Furthermore, our records are clear that the late charges on your account were all assessed correctly and pursuant to the terms of your mortgage loan agreement and that CMS has properly serviced your account in accordance with applicable law and program guidelines. Nevertheless, CMS sincerely apologizes for any perceived unprofessional customer service you believe you may have received during your phone calls to our office. Rest assured that CMS strives to accommodate all reasonable customer expectations and resolve all customer requests as timely as possible.    Finally, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].   We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.     Sincerely,       [redacted] Customer Advocate   CC:      Revdex.com   IMPORTANT DISCLOSURES   -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.     -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].   -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].   -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

October 30, 2014
[redacted]
RE: Loan No.:[redacted]
Property Address:[redacted]
Complaint I.D. No.: [redacted]
Dear Ms. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC...

("CMS") IS m
receipt of a complaint regarding the above-referenced loan received in our office via email on
October 20, 2014. CMS is committed to responsible lending and servicing and we would like to
address any concerns you may have. The following is our response to the issue(s) raised in the
inquiry.
As we understand your correspondence, you state that as of October 16, 2014 you were not yet in
receipt of notice from CMS that provided you with your loan number and information to remit
your payment that became due on October 1, 2014. You are requesting that CMS provide you
with information on how to make your mortgage payment and waive any fee that may have
resulted in from the service transfer.
As you are aware, the servicing of your loan was transferred from Chase to CMS on or about
October 2, 2014. Attached for your ease of reference is a copy of the October 6, 2014 Notice of
Service Transfer ("Hello Letter") sent to you by CMS that notified you of the service transfer,
provided you with your new loan number and important payment information. At the time of the
service transfer your loan was contractually current and showing due for the October 1, 2014
payment.
It is important to note, that while CMS begart servicing the loan as of October 2, 2014, the Real
Estate Settlement Procedures Act ("RESPA'') at 12 USC 2605(d) prevents CMS from treating
any payment as late for any purposes until the expiration of sixty days after the effective date of
the servicing acquisition. This sixty day period is specifically intended to allow the acquiring
servicer the necessary time to receive the acquisition fi le from the prior servicer and to ensure the
records of the acquiring servicer reflect the correct loan information. Accordingly, your loan has
not been assessed any fees in association with the service transfer to CMS.
A review of our records found that on October 16, 2014 CMS received funds in the amount of
$660.00 that were intended to satisfy the October 1, 2014 payment. We would like to point out
that CMS received your payment on the same day that your correspondence was submitted to the
Revdex.com. Of this $660.00, CMS applied $653.72 towards your October 1, 2014
contractual payment and the remaining $6.28 was applied as a principal curtailment.
Based on the foregoing, we believe the record is clear that CMS properly issued you the Hello
Letter within fifteen days of the service transfer and has not charged you any fees pursuant to
RESP A guidelines. Should you wish to further discuss any aspect of your loan, we encourage
you to contact our Customer Service Department at (800) 561-4567 for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you
have any further questions, please contact the undersigned at (866) 874-5017, Monday through
Friday, 8:00AM to 5:00PM, Pacific Time.
[redacted]
Customer Advocate
cc: Revdex.com
-IMPORTANT BANKRUPTCY NOTICE
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have
not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an
attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you
are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults
on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative
credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the
terms of your credit obligations.
-MINI MIRANDA
This communication is from a debt collector and it js for the purpose of collecting a debt and any information
obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices
Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the
bankruptcy laws of the United States.
-HUO STATEMENT
Pursuant to section I 69 of the Housing and Community Development Act of I 987, you may have the opportunity to
receive counseling from various local agencies regarding the retention of your home. You may obtain a list of the
HUD-approved housing counseling agencies by calling the HUD nationwide toll free telephone number at (800)
569-4287.
-EQUAL CREDIT OPPORTUNITY ACT NOTICE
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the
basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to
enter into a binding contract); because all or part of the applicant's income derives from any public assistance
program; or because the applicant bas, in good fuith, exercised any right under the Consumer Credit Protection Act.
The Federal Agency that administers CMS' compliance with this law is the Federal Trade Commission, Equal
Credit Opportunity, Washington, DC 20580.

September 25, 2015
[redacted]
[redacted]
[redacted]
RE: Loan No.: [redacted]
Primary Borrower: [redacted]
Co-Borrower: [redacted]
Property Address: [redacted]
Complaint I.D. No.: [redacted]

Dear Mr. and Ms....

[redacted]:
The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on September 15, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As we understand the complaint, you state that the original terms of your loan required you to pay a Mortgage Insurance Premium (“MIP”) for a period of five years. On or about July 17, 2015, you state that you contacted CMS to request the MIP to be cancelled and you were instructed to fax your written request to CMS’s Customer Service Research Department which you state was faxed to CMS the following day. On September 14, 2015, you contacted CMS who explained that CMS had no record of receiving your request and the CMS representative then provided you with a new fax number to CMS’s Customer Service Research Department. After requesting to speak to a CMS supervisor, you claim that the CMS representative abruptly terminated the call.
At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“[redacted]”) to CMS on April 2, 2015. On April 6, 2015, CMS issued you the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS. At the time of the service transfer your loan was contractually current and showing due for the April 1, 2015 mortgage payment.
Upon receipt of your complaint, we are able to confirm that CMS automatically cancelled the FHA MIP effective June 2015 with a final MIP payment disbursed on July 4, 2015 as your loan met all conditions set forth by the U.S Department of Housing and Urban Development (“HUD”) to do so. Attached for your ease of reference is a copy of the information from the FHA that confirms the final MIP bill date was in June 2015 with a final payment due in July 2015.
Please note that MIP payments are disbursed in arrears and CMS will typically disburse MIP payments to HUD on or about the fifth day of the following month. For example, CMS would disburse the MIP for the month of January 2015 on or about February 5, 2015. It is important to note that while the final MIP payment was disbursed from your escrow account on July 4, 2015 for the month of June 1, 2015, you would not see a reduction in your monthly mortgage payment until the time that CMS completes an escrow analysis after the MIP has been cancelled.
In response to your concern that CMS provided you with multiple fax numbers to send your request to CMS’s Customer Service Research Department, CMS has confirmed that you were provided with two separate fax numbers. The first fax number provided to you was [redacted] which is the correct fax number to CMS’s Customer Service Research Department. The other fax number provided to you was to CMS’s Escrow Department at [redacted]. Please be advised that either of these fax numbers could be used to confirm the FHA MIP was cancelled.
Upon listening to the recorded telephone conversations, CMS has confirmed that on June 25, 2015, you were notified that the FHA MIP was cancelled effective June 2015. However, CMS acknowledges that CMS missed opportunities to provide you with information notifying you clarify that your monthly payment would not decrease until the time that CMS completed the next escrow analysis for your loan which was scheduled to be completed in November 2015. CMS sincerely apologizes for any inconvenience you may have experienced due to any lack of clarity in providing you with this information.
In an effort to assist you and to reduce your monthly mortgage payment earlier than scheduled, please find the attached escrow analysis that was completed on September 24, 2015. As you can see, this escrow analysis projected total annual escrow disbursements in the amount of $2,893.91, which includes a hazard insurance premium in the amount of $1,376.79 and property taxes in the amount of $1,517.12 but does not include a projected MIP disbursement because the MIP has been canceled.
The guidelines set forth by the Real Estate Settlement Procedures Act (“RESPA”) limit the amount of funds a loan servicer may require a borrower to hold in an escrow account, commonly known as an escrow cushion. Although RESPA does not require the lender to maintain a cushion, RESPA does allow a loan servicer to maintain an escrow cushion equal to two months (one-sixth) of the amount of the total annual disbursements paid out of an escrow account.
Because the total annual escrow disbursements for your loan have been projected to be $2,893.91, your escrow account is required to have a minimum of $482.30 at all times ($2,893.91 divided by 6 equals $482.30). Based upon the projected disbursement date of your annual hazard insurance premium and the projected date that your property taxes are disbursed, CMS determined that your escrow account will have a deficit of $balance in the amount of $228.05 in October 2016. Because you are required to have $482.30 in your escrow account at all times, CMS determined that your escrow account will contain an escrow shortage in the amount of $254.25 at that time ($482.30 minus $228.05 equals $254.25).
In order to prevent any undue hardship, CMS has spread the escrow shortage of $254.25 over a period of twelve months which has resulted in a decrease to your monthly mortgage payment from $1,561.45 to $1,521.52 effective with the November 1, 2015 mortgage payment. For your ease of reference, a breakdown of the November 1, 2015 mortgage payment is outlined below.
Principal and Interest: $ 1,259.19
Base Escrow Collection: $ 241.15 ($2,893.91divided by 12)
Monthly Escrow Shortage: $ 21.18 ($254.25 divided by 12)
November 1, 2015 Payment $ 1,521.52
In response to your concerns surrounding the alleged poor customer service and communication you received, an investigation concerning your allegations will be conducted by CMS and CMS will take whatever action necessary in light of our findings. Again, CMS sincerely apologizes for any inappropriate communication that may have occurred.
Based on the foregoing, we believe the record is clear that CMS has automatically cancelled your MIP payments effective June 2015 and has analyzed your escrow account to reflect your reduced mortgage payment effective November 1, 2015. Attached for your ease of reference is a copy of your loan payment history along with a copy of the loan servicing payment codes and definitions supporting that the last MIP disbursement from your loan was on July 4, 2015. Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Home Retention Department at [redacted] for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
[redacted]
CC: Revdex.com
IMPORTANT DISCLOSURES
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [redacted].
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].
COLORADO:
For Colorado Residents:
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I find that the mortgage company did not perceive the scope of my complaint. There are two main points to my complaint: Firstly, The current process for ADA forms has a 45 business day time line. That time line is unreal. Second, I am aware that I was notified of the direct deposit that would continue. I am upset with the fact that a company would accept personally identifiable information from another company when no permission was given to allow the transfer of said information. Please rely these comments to the company and close the complain. 
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.
, First of all  i am really disappointed I am force to give  my business to this company. They 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 service. my 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]

The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is in
receipt of a complaint regarding the above-referenced loan received in our office via email on
September 26, 2014. CMS is committed to responsible lending and servicing and we would like
to address any concerns...

you may have. The following is our response to the issue(s) raised in
the inquiry.
At the outset, please note that while the complaint appears to have originated from Mrs. [redacted]
[redacted], CMS is not in receipt of written authorization from you that includes the required
third party identifier or password allowing CMS to disclose loan information to Mrs. [redacted];
therefore, CMS is responding to you directly to you to address the concerns raised within the
attached complaint.
As you have been previously notified, the servicing of the above referenced loan was transferred
from JPMorgan Chase Bank, N.A. ("JPMC") to CMS on or about February 4, 2014. Attached
for your ease of reference is a copy of the February 4, 2014 Notice of Service Transfer ("Hello
Letter") sent to you by CMS that notified you of the service transfer. At the time of the service
transfer your loan was contractually current and showing due for the February 1, 2014 payment.
As we understand the complaint, Mrs. [redacted] believes that she also entered into a contractual
obligation to repay the loan debt as you did; however, a review of the attached Promissory Note
clearly shows that you are the sole party responsible to repay the loan debt. While Mrs. [redacted]
may have a certain vested ownership interest in the property by executing the attached Mortgage
document, she is not responsible to repay the debt and is considered to be an unauthorized third
party until the time that CMS receives acceptable written authorization from you that includes
the required third party identifier or password.
A review of our records found that you initially contacted CMS on March 25, 2014 and it was at
this time that that you were first advised that CMS required written permission that included the
required third party identifier or password in order to speak with Mrs. [redacted]. As an expression
of our commitment to the highest standards of customer satisfaction, CMS agreed to accept a
one-time, thirty day verbal authorization to speak with Mrs. [redacted] and clearly informed both
you and Mrs. [redacted] that CMS required written permission to speak with Mrs. [redacted] (that
included the required third party identifier or password) upon the expiration of the thirty days.
During this phone call, you established a temporary password of "0308" that would be used as a
third party identifier for the following thirty days.
On April1, 2014, CMS received the attached letter from you indicating that you allowed CMS to
speak with Mrs. [redacted]; however, your written authorization did not provide CMS with the
required third party identifier or password. On May 5, 2014, Mrs. [redacted] contacted CMS and
because the thirty-day verbal authorization expired without CMS being in receipt of the required
written authorization from you that included the required third party identifier or password, CMS
was unable to speak to Mrs. [redacted] at that time. The CMS representative informed Mrs. [redacted]
that in order to disclose account information to her, CMS would need written authorization from
you that included the required third party identifier or password.
On August 8, 2014, Mrs. [redacted] contacted CMS and because CMS was still not in receipt of
your written authorization to speak with her (that included the required third party identifier or
password), CMS was unable to disclose loan information to Mrs. [redacted] at that time. The CMS
representative again informed Mrs. [redacted] that in order to disclose loan information to her, CMS
required written authorization from you that included the required third party identifier or
password.
On August 11, 2014, you contacted CMS and during this phone conversation you were also
reminded that in order to speak with Mrs. [redacted], CMS required written authorization from you
that included the required third party identifier or password. Although you agreed to send CMS
written authorization for Mrs. [redacted] that included the required third party identifier or
password, CMS is not in receipt of such authorization at this time.
Nevertheless, as an expression of our commitment to the highest standards of customer
satisfaction, please fmd the attached Third Party Authorization Form ("TP AF") that can be
completed and returned to CMS via fax at (800) 486-5134 or via mail at the below address.
Once again, please ensure that you designate a third party identifier or password as outlined
within the TPAF.
Carrington Mortgage Servicing, LLC
Attn: Customer Service Research Department
1610 E. St. Andrews Place
Suite B-150
Santa Ana, California 92705
Based on the foregoing, we believe the record is clear that CMS has consistently and properly
communicated the need to provide CMS with written authorization for Mrs. [redacted] that includes
the required third party identifier or password, although CMS is not in receipt of such
authorization at this time. Should you have any further questions or wish to further discuss the
requirements of the written authorization, we encourage you to contact our Customer Service
Department at (800) 561 -4567 for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you
have any further questions, please contact the undersigned at (866) 874-5017, Monday through
Friday, 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate