Carrington Mortgage Services LLC

I reject your response regarding your representative. In my opinion, he was rude. Check the recording.  As for the information you sent, it was ambiguous to say the least. The "mailing address" shown was in Arizona. By the time I learned the "correct" mailing address it was too late to change the EFT (7 day lead time) I have been making Mortgage payments since 1972 (5 houses) so I know about payments, due dates, transfers, etc, without having made a payment beyond the due date. Since you now own the "paper" on my house, I hope this relationship will improve. A suggestion: Allow direct payment via EFT from [redacted].

February 25, 2016
[redacted]
RE: Loan No.: [redacted] - [redacted]
Complaint I.D. No.: [redacted]

Dear Mr. and Ms. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint...

filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on February 16, 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 an inquiry from you via the Consumer Financial Protection Bureau (“CFPB”) on February 16, 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 via the CFPB Portal on February 25, 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,
Chris Lindsey
Customer Advocate
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].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I am sorry for what I am doing to carrington, but they sill did not answer some questions. I have send you files so you can see. My loan was only modified one time, in 12/14/2009. I have tried to modified the loan again two times and the have denied me. They are 2 months behind in reporting to the credit department. And I am current in my payments, they send me a statement that I am behind.  As you can see in the statement. The payment is not late if I send it before th 16 of the month. But they say it is. I do not understand. I do not have an escrow account for my Taxes or Insurance, because I pay them my self.  and even thor I am one month behind, Carrington well send me foreclosure papers. I would call that harrassment . Or trying to belittle me.  I wish they would try to help me. I don't want to move from my home, I am disable and old and sick, Sometime when I get behind on my payments, it's because I have to paid out of pocket code payments for my doctors and more medications. I just hope Carrington does not take my home.  And I hope they do not retaliate and take my home. Thank You.[redacted]

September 15, 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 August 30, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As we understand your complaint, you express dissatisfaction that CMS reported your July 1, 2016 mortgage payment as being paid thirty days late after you submitted that payment at 11:05 P.M. Eastern Standard Time (“EST”) via CMS’s online payment system on Saturday, July 30, 2016. You state that CMS advised you the payment initiated on July 30, 2016 was posted to your loan the next business day because the payment was submitted after the online payment system’s cut-off time of 11:00 P.M. EST. You further state that CMS improperly credited that payment to your loan on Tuesday, August 2, 2016. The resolution you desire is for CMS to remove the derogatory credit reporting for the July 1, 2016 mortgage payment.
As a preliminary matter, CMS would like to take this opportunity to remind you that your mortgage payments are due on the first day of each month as outlined within the attached Note. If the full contractual mortgage payment is not received by CMS on or before the sixteenth day of the month, a late fee may be assessed to your loan. Any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent.
A review of our records shows that the first payment due under your Federal Housing Administration (“FHA”) insured loan became due on April 1, 2015. CMS has confirmed that timely mortgage payments were received from you and applied to your loan through the month of September 2015. However, beginning in October 2015, CMS began receiving monthly mortgage payments from you after the sixteenth day of the month with a majority of the mortgage payments being received towards or on the last day of each month. For your ease of reference, a summary of your loan payment history is outlined below.
Payment Due Date          Amount Paid     Date Received
April 1, 2015               $2,341.78          April 2, 2015
May 1, 2015                $2,341.78          May 6, 2015
June 1, 2015               $2,341.78          June 5, 2015
July 1, 2015               $2,341.78          July 8, 2015
August 1, 2015          $2,341.78           August 15, 2015
September 1, 2015     $2,341.78        September 14, 2015
October 1, 2015          $2,435.45        October 22, 2015
November 1, 2015     $2,435.45          November 30, 2015
December 1, 2015     $2,435.45          December 30, 2015
January 1, 2016         $2,435.45          January 28, 2016
February 1, 2016       $2,435.45        February 29, 2016
March 1, 2016          $2,861.30           March 30, 2016
April 1, 2016             $3,090.20                April 26, 2016
May 1, 2016             $2,975.75               May 25, 2016
June 1, 2016            $2,663.94                June 30, 2016
July 1, 2016             $2,663.94               August 1, 2016
August 1, 2016          $2,766.39          August 31, 2016
As you know, you accessed CMS’s Loan Servicing Website (“LSW”) on July 30, 2016 and submitted a no-cost online payment at 11:05:39 P.M. on Saturday July 30, 2016 to satisfy the payment that became due on July 1, 2016. In order to submit mortgage payments to CMS via its no-cost online payment system, you are required to successfully log-in to the LSW and click the “Make a Payment” option in the left margin of that screen which directs you to a page that provides you with online payment details. Included with those disclosures is the following notice: “Payments submitted after 11:00 p.m. Eastern Time / 8:00 p.m. Pacific Time or on Sundays will be processed the next business day.”
In order to continue on to make a payment, you were required to click the “Make a Payment” option at the top of the “Online Payment Details” page and after doing so, you were directed to the “Terms and Conditions” of the website. In order to access the [redacted] Payment System, you were required to agree to the Terms and Conditions of the website, one of which again notified you that “Payments made after 11:00 P.M. Eastern Time or on a day other than a business day are processed the next business day.” It was only after you agreed to the Terms and Conditions of the website that you were directed to a page to enter your banking information. A copy of the Terms and Conditions for the website is attached here for your ease of reference.
Because you submitted your July 1, 2016 mortgage payment to CMS on Saturday, July 30, 2016 at 11:05:39 P.M. EST, which was after the 11:00 P.M. EST cut-off time, that payment was processed and posted to your loan the very next business day which was Monday, August 1, 2016. For that reason, the payment was in fact received thirty days late. CMS is uncertain as to why you claim that the payment was credited to your loan on August 2, 2016 as we have confirmed that the payment was applied to your loan on August 1, 2016. In light of the above, CMS respectfully submits that the payment information transmitted to the credit reporting agencies for your July 1, 2016 mortgage payment was accurate.
Nevertheless, upon receipt of you complaint and after taking all factors into consideration, CMS has made the business decision to suppress the credit reporting for your July 1, 2016 payment as an expression of our commitment to the highest standards of customer satisfaction. This decision supersedes any prior determination made by CMS in connection with the July 1, 2016 credit reporting. This action has been undertaken voluntarily by CMS without admission of fault or liability, and solely to demonstrate our dedication to the well-being of the consumers we serve. Attached is a copy of the Automated Universal Data (“AUD”) form CMS sent to the major credit reporting agencies on September 8, 2016 which was also provided to you via email that same day.
Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error.
Based on the foregoing, we believe the record is clear that although CMS received your July 1, 2016 mortgage payment thirty days after the payment became due, CMS has suppressed the derogatory credit reporting for that month as an expression of our commitment to the highest standards of customer satisfaction. Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at [redacted] for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
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.
-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/.
-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].

March 31, 2016
ORIGINAL RESPONSE SENT VIA REGULAR MAIL
[redacted]
[redacted]
[redacted], [redacted]
RE: MLD Loan No.: [redacted]
Complaint No.: [redacted]
Customer: [redacted]
Property Address: [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 March 7, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand your complaint, you state that you spoke with a CMS Loan Officer on November 11, 2015 in regard to a refinance opportunity. You go on to say that during the loan application review process, the same CMS Loan Officer advised you that the estimated closing date for the refinance was December 24, 2015. As you indicate in your complaint, you received a refinance application denial letter advising you that CMS was unable to approve your application due to a delinquency in your mortgage payment history. As a result, you believe that CMS’s mortgage lending practices are illegal, fraudulent, and unprofessional with the objective of exploiting its customers and to gain financially from collecting a higher interest rate. Consequently, your desired resolution is for CMS to waive all of the late fees assessed to your account and to remove any delinquencies that may have been reported to the credit reporting agencies.
As a preliminary matter, please understand that it is common practice for a lender to request letters of explanation and additional documentation from an applicant during the refinance application review process. More specifically, CMS will request letters of explanation and additional documentation to ensure that the loan being solicited falls within program guidelines and is compliant with applicable laws and regulations. In other words, CMS’s intent in requesting additional documentation from you is solely out of an abundance of caution with the objective of protecting your rights as a consumer and to reassure that CMS is offering you the best available loan program.
That said, our records indicate that the CMS Loan Officer emailed you on December 15, 2015. The purpose of the December 15, 2015 email was to advise you that CMS had conditionally approved your refinance application. In other words, the email was meant to inform you that CMS had approved your refinance subject to additional conditions that you had to provide or meet to the satisfaction of CMS’s Underwriting Department. Some of the conditions enumerated in the email included: 1) To provide a copy of the loan modification of your current loan or a signed letter of explanation confirming if the modification was not completed or approved; 2) A termite inspection report dated within ninety (90) days of closing; 3) A letter of explanation that identified the purpose of the refinance and the reason why you wanted the co-borrower removed from the loan; and 4) Confirmation that the required repairs were satisfactorily completed.
Thereafter, on December 28, 2015, our records also indicate that the CMS Loan Officer sent you another copy of the December 15, 2015 email pursuant to your request. In particular, please note that the CMS Loan Officer specifically advised you that until the refinance was completed, you were still responsible for making your mortgage payments on your current loan pursuant to your loan documents.
While we acknowledge that you were instructed on December 28, 2015 to make the December 1, 2015 mortgage payment, we are unable to find any evidence that you were instructed by the Loan Officer to delay making that payment until after the end of December. By making the payment after the end of the month in which it was due, you allowed your account to become a full month past due. Accordingly, on January 10, 2016, CMS reported your account status to the credit reporting agencies (TransUnion, Experian, and Equifax). Please note that CMS reports your account status once a month to the credit reporting agencies on the 10th day of each month and that the January 10, 2016 credit report was a routine update to the credit reporting agencies. Because your December 1, 2015 mortgage payment was not received until January 6, 2016, CMS reported a thirty (30) day account delinquency on your January 10, 2016 credit report.
Solely as an expression of our commitment to the highest standards of customer satisfaction, CMS was able to provide you with a onetime exception in regard to the December 1, 2015 mortgage payment delinquency. Please understand that CMS agreed to the exception to assist you with your refinance application approval. Please note that although CMS agreed to provide you with an exception in regard to the December 1, 2015 mortgage payment delinquency in connection with the refinance, at no point did CMS agree to waive the late fee assessed on your account as part of the exception.
Subsequently, on January 14, 2016, our records indicate that you called CMS. During this phone conversation, you spoke with a CMS supervisor and you advised the supervisor that you had no intention of making your January 1, 2016 mortgage payment until after February 3, 2016. The CMS supervisor correctly advised you that if your January 1, 2016 mortgage payment was received after the end of the month, then CMS would report a delinquency in connection with your payment. You acknowledged the supervisor’s explanation and expressed your frustration with the refinance application process.
As a reminder, all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the month. If the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to your account. Also, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent. Consequently, that is the reason why CMS reported the thirty (30) day delinquencies on your account to the credit reporting agencies for both of the December 1, 2015 and January 1, 2016 mortgage payments.
On February 3, 2016, CMS sent you a Statement of Credit Denial, Termination, or Change (“SCDTC”). The purpose of the SCDTC was to advise you that CMS was unable to approve your refinance application due to an unacceptable payment record on your current mortgage. For your records, attached hereto as Exhibit “A” please find a copy of the SCDTC that CMS sent you on February 3, 2016.
Lastly, with respect to your concerns with the Revdex.com reviews and ratings for CMS, we are not certain what you are attempting to convey as it relates to the servicing of your loan. Resultantly, CMS cannot discern what exact issues or issues you may be attempting to raise concerning the servicing of your loan without further clarification from you. To the extent that you believe that CMS has improperly serviced your account, we ask that you provide supporting documentation and specific examples of the purported improper servicing of your account. Once the aforesaid information is provided, CMS will be more than happy to investigate and address any concerns or issues you may have. In the absence of any such information, we respectfully submit that unrelated complaints by other consumers regarding other accounts are not relevant to your concerns.
Based on the foregoing investigation and review of your refinance application, we are unable to find any evidence of wrongdoing on CMS’s behalf. With respect to your allegation that CMS’s mortgage lending practices are illegal, fraudulent, and unprofessional with the objective of exploiting its customers and to gain financially from collecting a higher interest rate, our records confirm that CMS provided you with the proper disclosures and notifications advising you of the refinance application review process and your responsibility to continue to make your mortgage payments on time. Furthermore, pursuant to your loan documents, it is your sole responsibility to make your mortgage payments timely regardless of the status of a refinance or a separate loan application. Also, please know that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to your account status and payment history. Correspondingly, we submit that all of the information reported to the credit reporting agencies is correct and properly reflects your account status and payment history. As a result, CMS respectfully denies your request to waive the late fees assessed on your account or remove the delinquencies reported on your account to the credit reporting agencies.
Finally, while we regret that CMS was unable to approve your refinance application, we believe the record is clear that CMS was professional and as timely as possible with the entire application review process. Nevertheless, CMS understands your frustration and we sincerely apologize for any perceived unprofessional customer service you believe you may have received while CMS reviewed your refinance application.
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

January 19, 2017   Original Sent Via Email   [redacted] 101 Dickerson Cove Drive Stockbridge, GA *0281   RE:      Loan No.:                   ...

[redacted]                         Property Address:       [redacted]                         Case No.:                    [redacted]   Dear Mr. [redacted]   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint (“Inquiry”) filed with the Revdex.com (“Revdex.com”) received in our office electronically via email on January *, 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.   Please read the following disclosures carefully:   This notice is intended only for the person to whom it is addressed.  Please do not read or copy this notice if you are not that person.  If you received this notice in error, then please notify CMS immediately, and return the notice to us as soon as possible.   For further information please contact: Customer Service Department Carrington Mortgage Services, LLC PO Box [redacted] Anaheim, CA 9280* Telephone [redacted]   Carrington Mortgage Services has the right to enforce the Note evidencing the debt, and has the right to receive payment of the debt for and on behalf of the owner of the debt.   The name of the current owner of the debt is: Carrington Mortgage Services, LLC.   The name and address of the original creditor is: 1st [redacted], **01 Boston Street, Baltimore, Maryland 21224.   Please note that this letter and the related documents are provided for informational purposes only, and in response to your inquiry.    First, to the extent that the statements in your letter consist of allegations of wrongdoing of any nature by CMS or otherwise, all such allegations are denied.    Your inquiry states that you contacted CMS regarding payments to your loan. You indicated that you paid $24,000.00, all of which should have been applied to the principal. Your inquiry further states that $4,000.02 was not applied to the principal as requested. Your desired resolution is for the $4,000.02 paid to be applied to the principal balance.   Our records indicate that on December 27, 2016 you made an online Speed Pay payment in the amount of $9,999.99 which was applied to the principal balance. On December 28, 2016, you made another online Speed Pay payment of $9,999.99. This payment was also applied to the principal balance, but was reversed on January *, 2017 due to “no account found”.  On December 29, 2016, you made another online Speed Pay payment of $4,000.02. This payment was applied to the January 2017 through March 2017 payments and the remaining $28*.81 was applied to the principal balance, but was also reversed on January 4, 2017, due to “no account found”. However, a further review shows that you failed to specify how you wanted the payments posted when you made these online payments through Speed Pay.             On January *, 2017, CMS was notified by your banking institution that the information you provided during the December 28, 2016 online payment transaction was returned due to “account not found”.  As a result, as indicated above, CMS reversed the December 28, 2016 payment of $9,999.99. As also indicated above, on January 4, 2017, CMS was again notified by your banking institution that the information you provided during the December 29, 2016 online payment transaction was returned due to “account not found”.  As a result, CMS reversed the $4,000.02 payment.   CMS notified you via mail on January 4, 2017 that your payment in the amount of $9,999.99, dated December 28, 2016, was rejected. CMS also notified you via mail on January 5, 2017 that your payment in the amount of $4,000.02, dated December 29, 2016 was rejected.   Further on January 4, 2017, you made an online Speed Pay payment of $9,999.99. These funds were applied to the January 2017 payment of $1,167.19 as the loan was due for that payment, and in accordance with CMS’s payment hierarchy, the remaining $8,8*2.80 was applied to the principal balance.   On January 17, 2017, you made another online Speed Pay payment of $4,000.00. Initially, three payments of $1,274.51 were applied to the February, March, and April 2017 payments, and the remaining $176.47 was applied to principal because your remittance did not include posting instructions.  However, on January 18, 2017, the $176.47 principal curtailment was reversed, along with the February, March, and April 2017 loan payments. The $4,000.00 was then reapplied toward the principal balance as you intended.  In order to prevent similar occurrences in the future, we encourage you to provide posting instructions whenever you remit funds that you wish to be applied directly to the principal balance of your loan.    On January 18, 2017, CMS attempted to contact you to discuss how the funds were posted to your account on January 4, 2017. If you wish to have CMS reverse the funds and apply the entire $9,999.99 to the principal balance, you will need to contact CMS directly. If you decide to have the funds reversed and applied entirely to principal, a late charge will be assessed for the January 2017 payment as the fifteen day grace period has expired. Further, if the payment is not received within the month of January, you risk being reported as being delinquent to the credit bureaus.  As of the date of this letter, your loan is contractually current and next due for the February 1, 2017 mortgage payment.   We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.   Sincerely,     [redacted] Customer Advocate Department   CC:      Revdex.com

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.
Carrington Mortgage released a partial payment within one day of receiving this complaint. I would prefer to keep this open until ALL insurance funds have been released. They tell me that all I need to do once repairs are complete is to have one of their inspectors sign off on the repairs. I am concerned that they will delay that process if I close this complaint at this time.
Regards,
[redacted]

July 5, 2017     ORIGINAL RESPONSE SENT VIA REGULAR MAIL   [redacted] M. [redacted]
 
[redacted]      [redacted]                   ...

[redacted]
            [redacted]                      [redacted]
                        [redacted]       [redacted]   Dear Ms. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on June 14, 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 the complaint, you claim that CMS acquired the servicing rights to your loan from JPMorgan Chase Bank, N.A. (“JPMorgan Chase”). You go on to say that since CMS acquired the servicing rights to your loan, CMS has sent you correspondence advising you about late fees and payments. You further state that CMS has reported derogatory account information to the credit reporting agencies. Consequently, your desired resolution is for CMS to update your account status and to remove any derogatory information reported to the credit reporting agencies.   At the outset, please note that the servicing of your loan was transferred from JPMorgan Chase to CMS on or about October 2, 2015. At the time of the service transfer the loan was contractually current and due for the October 1, 2015 mortgage payment. As you may already know, servicing rights arise at the time the loan is originated, but such rights are commonly bought and sold in the marketplace. Consequently, we respectfully submit that CMS acquired the servicing rights to the loan legally and in compliance with all applicable laws. For your reference and review, attached hereto as Exhibit “A” please find a copy of the Notice of Servicing Transfer letter that CMS sent you on September 23, 2015.   As a preliminary matter, we find your allegations to be vague, ambiguous and unintelligible. Consequently, CMS cannot discern what exact issue or issues you may be attempting to raise concerning the servicing of your loan without further clarification from you. Accordingly, we are unable to determine whether you have a reasonable, good faith basis for any of your claims. Regardless, we assume solely for purposes of this response that your complaint is made in good faith. As it pertains to your February 1, 2016 and March 1, 2016 mortgage payments, CMS reported that your February 1, 2016 payment was satisfied on March 10, 2016 and that your March 1, 2016 payment was satisfied on March 22, 2016. As a reminder, all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the month. If the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to the account. Also, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent. Consequently, because your February 1, 2016 mortgage payment was not satisfied until March 10, 2016, after the month in which the payment became due, CMS reported your February 1, 2016 mortgage payment as thirty (30) days past due to the credit reporting agencies. With regard to the late fees assessed to your account, CMS did assess a late fee for the February 1, 2016 and March 1, 2016 mortgage payments in the amount of $17.71 each because the payments were not satisfied on or before the sixteenth (16th) day of the month that they became due. For your reference and review, attached hereto as Exhibit “B” please find a copy of your payment history and account balances along with the transaction codes and definitions.   Furthermore, please understand that when you make a payment via bill pay, that payment is not wired or deposited to CMS on that same day. 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 the USPS. As a way to prevent late charges, CMS encourages its customers to initiate their bill pay check a few days earlier to account for the number of days that it may take USPS to deliver the physical check to our payment processing center. Additionally, it is also important to understand that CMS has no control over the successful delivery or delivery timeframe of USPS and we cannot be held accountable for delayed, lost or undelivered mailings.   In closing, you should know that when providing information to credit reporting agencies with regard to your current loan status, payment history and loan information, CMS is obligated by federal law to ensure that such information is accurate. In our review of the account information and status reported to the credit reporting agencies, we have determined that the information reported properly reflects your loan status, payment history and loan information. We are, therefore, unable to make any changes to the reported information.   Finally, pursuant to Consumer Financial Protection Bureau guidelines, we have suppressed your credit reporting for sixty (60) days upon receipt of your complaint. In other words, we received your complaint on June 14, 2017 and the sixty (60) days will expire on August 14, 2017. As a result, CMS will report your account status to the credit reporting agencies in September of 2017. During that update to the credit reporting agencies, CMS will report all of the payments that we have received and applied to your account.   Based on the foregoing investigation and review of your account, we are unable to find any evidence of wrongdoing on CMS’s behalf. Specifically, our records are clear that CMS has not engaged in any type of illegal activity or predatory practices, has abided by all federal and state laws, has properly serviced your loan pursuant to the terms and conditions set forth in your mortgage loan agreement, and has properly and promptly applied every payment that we have received in our office to your account. Consequently, to the extent that the statements in your complaint consist of allegations of wrongdoing of any nature by CMS or otherwise, all such allegations are denied. Should you wish to further discuss the status of your loan, we encourage you to contact our Customer Service Department at ###-###-####, 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 ###-###-####, 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 ###-###-#### 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 ###-###-#### or toll-free TDD ###-###-####, 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 ###-###-####.     -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 ###-###-####, 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 ###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time. You may also visit our website at https://carringtonms.com/.     Tennessee: This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance.

Dear Mr. and Ms. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the abovereferenced loan received in our office via email on December 26, 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 when the servicing of your loan was transferred to CMS your account was two months delinquent due to you experiencing a loss of income. Because you were informed that CMS does not accept partial payments, you mailed CMS a cashier’s check in the amount of $3,736.00 which was intended to satisfy three mortgage payments. You claim that over the following weeks, you called CMS to ensure that the funds would be applied to your loan and because CMS told you that CMS was not in receipt of that payment, you placed a stop payment on the cashier’s check at the cost of $71.00.Your complaint goes on to state that you sent a new cashier’s check to CMS and on December 14, 2015, you received a letter from CMS along with the original cashier’s check that you were looking for. The letter sent with the returned cashier’s check informed you that the funds were returned because CMS did not approve payment arrangements for CMS to accept these funds. You then contacted CMS and were advised that because your loan was referred to foreclosure, you would be required to pay the past due payments, plus the incurred foreclosure fees and costs. You further claim that you were told that CMS would provide you with the amount to reinstate your loan from foreclosure on or before December 23, 2015, but that you have not yet received that information. You are requesting CMS to provide you with the amount to reinstate your loan from foreclosure.At the outset, please note that the servicing of your loan was transferred from [redacted] (“[redacted]”) to CMS on October 2, 2015. On October 7, 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 in default and showing due for the September 1, 2015 mortgage payment.A review of our records found that CMS received no contact from you during the month of October 2015. On October 20, 2015, CMS issued you the attached Notice of Intent to Foreclose (“NOI”). This notice explained that your loan was in default for the nonpayment of the September 1, 2015 mortgage payment and provided $1,881.26 as the amount required to cure the delinquency. This letter also notified you that failure to cure the delinquency within thirty days may result in acceleration of the sums secured by the Mortgage and in the sale of the property.On November 13, 2015, you initially contacted CMS and the CMS representative provided you with the status of your loan as well as the fact that your loan was three months delinquent. During this phone conversation, the CMS representative explained that CMS offers several no-cost loss mitigation programs designed to assist borrowers seeking to avoid losing a home to foreclosure. The CMS representative also provided you with detailed information as to how to apply for mortgage assistance as well as the specific information CMS required from you to constitute a complete application.On December 1, 2015, you contacted CMS and requested the CMS representative to process a phone payment. After you were provided with the status of the loan, the CMS representative notified you that CMS would be unable to process a phone payment and that you would be required to submit past due payments to CMS in the form of certified funds. On December 8, 2015, you contacted CMS explaining that you mailed a payment to CMS in the amount of $3,736.00. The CMS representative confirmed that CMS was not yet in receipt of such funds from you at that time.Due to the ongoing delinquency and because CMS was not in receipt of funds from you, the subject loan was reviewed and approved for foreclosure effective December 10, 2015. The loan was contractually delinquent and due for the September 1, 2015 mortgage payment at the time of the foreclosure referral. CMS is uncertain as to why you claim that you called CMS for weeks to confirm the funds were applied to your loan as CMS only received one call from you on December 8, 2015 regarding this payment.On Friday, December 11, 2015, CMS received a cashier’s check, number [redacted], in the amount of $3,736.00 from you. The very next business day which was Monday, December 14, 2015, CMS returned this cashier’s check to you along with the attached letter. This letter notified you that the funds were being returned to you because your loan was referred to foreclosure and because you had not contacted CMS to make payment arrangements. It is important to note that once your loan was referred to foreclosure, foreclosure fees and costs began to immediately accrue which you are responsible to pay in order to reinstate the loan from foreclosure.On December 21, 2015, you contacted CMS explaining that you received the returned cashier’s check from CMS. You expressed dissatisfaction that you were provided with a past due amount and that CMS returned the funds to you instead of applying the funds to your loan. The CMS representative explained that your loan was referred to foreclosure after the last conversation with CMS and that you were required to pay the total amount due to CMS including foreclosure related expenses in order to reinstate your loan from foreclosure. The CMS representative explained that a reinstatement amount would be provided to you once available. After listening to the phone conversation we have confirmed that, contrary to your allegations, the CMS representative did not indicate that the reinstatement quote would be provided to you on December 23, 2015.That same day, CMS began taking the necessary actions required to provide you with the amount to reinstate your loan from foreclosure. Due to the status of the account, CMS was required to obtain information from third party vendors regarding unbilled default-related fees and costs in order to complete the reinstatement quote. Moreover, CMS’s efforts to prepare the reinstatement quote were also delayed due to the intervening holidays. On Wednesday, December 22, 2015, CMS received a new cashier’s check, number [redacted], from you in the amount of $3,736.00 which was the same amount that CMS previously received and returned from you.On December 23, 2015 which was only two business days after CMS received these new funds, CMS spoke with you and explained that the reinstatement amount was not yet available. You were notified that CMS would provide you with the reinstatement amount once it was available. On December 28, 2015, CMS returned the second cashier’s check to you along with the attached letter. This letter again notified you that the funds were being returned to you because your loan was referred to foreclosure and because specific payment arrangements were not made with CMS.On December 29, 2015, CMS completed and issued you the attached Reinstatement Notification that provided $5,566.09 as the amount CMS is required to receive from you to reinstate your loan from foreclosure on or before January 21, 2016. This reinstatement notification was also emailed to you on December 31, 2015. As you were previously notified, reinstatement proceeds must be in the form of certified funds. Currently, your loan remains in foreclosure for nonpayment of the September 1, 2015 mortgage payment. CMS encourages you to submit the reinstatement amount to CMS at your earliest convenience.CMS would like to take this opportunity to remind you that all payments are due on the first day of each month, and are considered late as of the second day of the month. If the payment is not received by CMS on or before the sixteenth day of the month, a late fee will be assessed to your loan. Any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent.Finally, please note that pursuant to Consumer Financial Protection Bureau (“CFPB’’) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error.Based on the foregoing, we believe the record is clear that CMS has properly serviced your loan and that CMS has also appropriately returned funds to you that were less than the amount to reinstate your loan from foreclosure. It is also clear that CMS has provided you with the amount to reinstatement your loan from foreclosure within only four business days of receiving your reinstatement amount request. 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]7, Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.Sincerely,[redacted] Customer Advocate

November 3, 2016       [redacted]     RE:      Complaint ID No.:      [redacted] Loan No.:...

                   [redacted]                         Borrower:                    [redacted] Property Address:       [redacted]                         Dear Ms. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on October 17, 2016.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.   As we understand your complaint, you state that you paid your September 2016 payment on September 30, 2016, and that CMS did not credit this payment to your loan timely which resulted in a late report to the credit agencies.  You go on to say that when you called CMS to inquire about this payment, you were informed that your September 30, 2016 payment had been posted to your Unapplied account due to your pending loan modification review.  You express concerns and dissatisfaction with this process and request that your payment be applied to your September 2016 payment as intended, and also request that the late payment reporting to the credit agencies be corrected.   Upon review, the records show that on or about September 19, 2016 CMS received a Request for Mortgage Assistance (“RMA”) package from you, which was referred to the Home Retention Department for review and processing.  On September 30, 2016, CMS received a payment from you in the amount of $2,000.00.  At the time, this payment was applied to your Unapplied account.   On October 6, 2016, you called CMS and during this call you expressed concerns that the funds received by CMS on September 30, 2016 had not been posted to your September 1, 2016 payment.  The CMS Representative explained that the reason your payment had been applied to your Unapplied account was that your loan was with the Home Retention Underwriting being reviewed for a loan modification.  As such, the review required an accounting of the amounts due including the escrow account, which are used to determine a potential loan modification.  Therefore, payment processing was temporarily suspended so that these calculations could be accurately completed.  Nevertheless, the CMS Represented informed you that she would request that your $2000.00 be applied towards your September 1, 2016 payment, and assured you that this payment would be effective dated the date of receipt, which was September 30, 2016, and also assured you that any derogatory credit report for the September 2016 payment would be removed as the payment was received before becoming thirty (30) days past due.  That same day, the CMS Representative submitted a request to the CMS Cashiering Department to process the payment application.    On October 12, 2016, CMS applied the funds at issue from Unapplied to your September 1, 2016 payment in the amount of $1,999.87, and $2.81 was applied to late fees.  Please note that the payment was effective dated September 30, 2016.  The credit report for your September 1, 2016 payment was corrected to show no late payment for this month.  Attached for your ease of reference is a payment history that shows payment transactions from July 1, 2015 to October 18, 2016.   On October 17, 2016, you called CMS and during this call you spoke with CMS Supervisor [redacted].  You expressed your concerns with CMS for not posting your September 2016 payment on the date of receipt, which resulted in a late payment report to the credit agencies, and stated you also received a delinquent notice.  Ms. [redacted] explained the reason your payment had not been automatically posted to your September 1, 2016 payment was that your loan was in process of review by Underwriting for a potential modification.    We would like to take this opportunity to apologize for any inconvenience this matter may have caused you, and assure you that your September 1 2016 payment has been applied to your loan with an effective date of September 30, 2016.  As of the date of this letter, your loan is showing due for the October 1, 2016 payment.  Additionally, please be assured that CMS will delete the late payment reported to the credit agencies for the September 1, 2016 payment.   Thereafter, on October 18, 2016 CMS approved a Federal Housing Administration (“FHA”) Making Home Affordable Program (“HAMP”) Trial Period Plan (“TPP”).  That same day, CMS sent you an FHA-HAMP Trial Period Plan Agreement.  This FHA-HAMP TPP requires payments in the amount of $1,647.08 due on December 1, 2016 through March 1, 2017.  Attached for your ease of reference is a copy of the FHA TPP agreement.      Based on the foregoing, your September 30, 2016 payment was processed in accordance with the established policies and procedures for a loan in the process of underwriting for the purpose of a loan modification.    Please note that pursuant to CFPB guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error.   We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.   Sincerely,     [redacted] Customer Advocate   CC:      Revdex.com       -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].

April 13, 2017
[redacted]
[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 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 March 27, 2017. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As we understand your complaint, you state that after your loan was paid in full, CMS received a refund from your tax agency and began efforts to return the property tax refund to you. You express dissatisfaction with the efforts CMS made to return the endorsed refund check to you and note that when you attempted to deposit the property tax refund check, you discovered that a stop payment was placed by the issuer which prevented you from depositing the check. You are requesting CMS to take the necessary actions to ensure the property tax refund is issued to you as soon as possible.
A review of our records shows that August 10, 2016, CMS disbursed funds in the amount of $581.36 from your escrow account to Pierce County for the payment of your semi-annual property taxes. CMS, as your loan servicer, was responsible for the payment of your property taxes as your Federal Housing Administration (“FHA”) insured loan required that you pay monthly amounts for the payment of property taxes and hazard insurance. We understand that about that same time, you were actively attempting to refinance the property and that your new lender may have also paid your property taxes during that process.
On August 23, 2016, CMS received funds in the amount of $26,625.99 to be applied to your loan. That same day, CMS applied $26,472.60 to satisfy your outstanding principal balance, $143.39 was applied to the interest due, and the remaining $10.00 was applied to the recording fee assessed in connection of recording the satisfaction of lien documentation with Pierce County. After the application of the payoff proceeds to your loan, you had an escrow account balance remaining in the amount of $556.54. On or about September 7, 2016, CMS issued you an escrow refund check (number 110568) in the amount of $556.54 which fully settled your loan.
On September 9, 2016, CMS’s Tax Vendor received a refund check from Pierce County in the amount of $581.36 as your property taxes were also paid by your new lender during the refinance process. To be clear, the duplicate payment by your lender caused an overpayment of your property taxes. CMS’s Tax Vendor deposited the refund check from Pierce County and in turn, issued a check made payable to CMS to further process the refund. In circumstances like this it is common in the loan servicing industry for a servicer to endorse the refund check and send the endorsed check directly to the borrower. This action is taken to expedite the refund process and is a customary practice in the loan servicing industry.
Upon receipt of your complaint, we acknowledge that CMS and its Tax Vendor missed opportunities to issue the property tax refund due to you in a more efficient and convenient manner. Accordingly, CMS’s Customer Advocate Department began taking the necessary actions to investigate the matter and to ensure that a new property tax refund check is being issued to you as soon as possible. We would like to take this opportunity to sincerely apologize to you for any inconvenience you may have experienced while attempting to resolve the issue.
On April 6, 2017, I personally contacted you and apologized for the issue at hand and informed you that I would personally work to resolve the issue as soon as possible. I acknowledged the events that led up to your complaint being filed and inquired whether you were assessed any fees from your banking institution in connection with the stop payment that was placed on the most recent check that was sent to you. You explained that fees were assessed; however, the amount was minimal and was not of concern to you. In response, I explained that CMS wished to fully resolve the issue and would reimburse you for any fees you incurred as a result of the stop payment being placed on the refund check. That same day you sent me information showing that your banking institution charged you a Returned Item Deposit Fee of $7.78.
Over the following days, CMS continued to work with its Tax Vendor to process and issue the refund and reimbursement totaling $589.14. The $589.14 was made up of the property tax refund of $581.36 plus the Returned Item Deposit Fee of $7.78. On April 11, 2016, I contacted you and explained that CMS was preparing to issue the refund/reimbursement check to you and that the check would be sent to you via overnight mail. During this phone conversation, you directed me to send the refund check to you at the property address as I explained CMS was unable to send overnight mail to your mailing address which was a P.O. Box. Please be advised that the refund/reimbursement check will be made payable to you and is scheduled to be mailed to you on or before Friday April 14, 2017 via overnight mail.
In closing, CMS would like to again sincerely apologize to you for any inconvenience you may have experienced in connection with being refunded for the duplicate payment of your property taxes. We thank you for bringing this matter to our attention and for affording CMS the opportunity to take the appropriate actions to refund the property tax amounts due to you and to fully reimburse you for any fees assessed by your financial institution in connection with the stop payment.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 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.

Carrington Mortgage delayed sending the payoff notice to [redacted] Loans according to [redacted] loans.  I had to order payoff notice.  I paid my mortgage payment over the phone once I found out about the issues.  I received a conformation email stating it was being processed.  I wasn't notified until 11 days later payment was processed correctly.  If I had been notified in a timely manner I would have never been late.  I had the funds in my account.

Dear Mr. [redacted] and Ms. [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 4, 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 you are aware, our Customer Advocacy Department originally received an inquiry from you
on September 4, 2014 which raises the same issues as this complaint. Accordingly, the loan was
researched and a response was sent to you by CMS on September 9, 2014.
We trust that this communication addresses all of the concerns noted in the complaint. If you
have any further questions, please contact the undersigned at (866) 874-5017, Monday through
Friday, 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate

[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 May 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 the servicing of your loan was transferred to CMS in December of 2016 without your authorization.  You claim that you were not notified that payments made on a non-business day using the online payment system available through CMS’s Loan Servicing Website (“LSW”) would be applied to your loan the following business day.  You are dissatisfied that CMS has reported derogatory credit information for the April 1, 2017 mortgage payment on your credit profile in spite of you authorizing the April 1, 2017 payment on April 30, 2017.  Your desired resolution is for CMS to remove the derogatory credit information that was reported on your credit profile for the April 1, 2017 payment.    As you know, the servicing of your Federal Housing Administration (“FHA”) insured loan was transferred from Bank of America N.A. (“BANA”) to CMS on December 2, 2016.  On December 7, 2016, CMS issued a Notice of Servicing Transfer (“Hello Letter”) notifying you of the service transfer to CMS.  The Hello Letter provided you with your new loan number as well as contact information for CMS.  Please be advised that the Real Estate Settlement Procedures Act (“RESPA”) at 12 USC § 2605(c) requires such notice to be made not more than fifteen days after the effective date of the service transfer.  A copy of the letter is enclosed for your convenience.  At the time of the service transfer your loan was contractually current and showing due for the December 1, 2016 mortgage payment of $1,780.75.    Please note that shortly after the December 7, 2016 Hello Letter was issued, CMS identified that the letter contained an inadvertent typographical error showing an incorrect transfer date of October 2, 2016.  Accordingly, a corrected letter was sent to you on December 16, 2016 that acknowledged the typographical error and provided you with the correct service transfer date of December 2, 2016.  CMS would like to point out that this correction letter was also sent to you within the aforementioned fifteen day timeframe.  Nevertheless, please accept our sincere apologies for any inconvenience or confusion the December 7, 2016 Hello Letter may have caused you.   A review of our records found that on Sunday, April 30, 2017, you accessed CMS’s LSW and authorized a payment in the amount of $1,902.51 that was intended to be applied to the April 1, 2017 payment.  It is important to note that in order to make an online payment via CMS’s LSW, you must agree to the terms and conditions of the website. The terms you agree to include terms regarding “PAYMENT TIMING AND CREDIT” which states “PAYMENTS SUBMITTED AFTER 11:00 PM EASTERN TIME / 8:00 PM PACIFIC TIME OR ON SUNDAYS WILL BE PROCESSED THE NEXT BUSINESS DAY”.  For your ease of reference, a complete copy of CMS’s LSW Terms and Conditions are attached here for your review.   While CMS sincerely apologizes if you misunderstood the above referenced term and condition, CMS respectfully submits that the LSW disclaimer is clear in that payments made after 11:00 PM Eastern Time / 8:00 PM Pacific Time or on a Sunday are processed the next business day.  CMS has confirmed that we received and applied your April 1, 2017 mortgage payment on May 1, 2017, which was more than thirty days late. Of the amount you paid, $1,829.34 was applied to your monthly payment and the remaining $73.17 was held in your unapplied suspense balance.   We would like to take this opportunity to remind you that all payments are due on the first day of each month, and are considered late as of the second day of the month.  If the payment is not received by CMS on or before the sixteenth day of the month, a late fee may be assessed to the loan.  Payments received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent.  For an explanation of the payment methods available to you, please review your monthly billing statement, or visit our website at https://carringtonms.com/AccountServices/PaymentOptions/.   It is important to note that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan information.  We have determined that the information reported to the major credit bureaus properly reflects your payment history and loan information.  We are, therefore, unable to make the requested changes to the reported information.   In response to your concerns that the servicing of your loan was transferred to CMS without your authorization, we respectfully submit that loan servicing rights are routinely bought and sold in the marketplace; however, the servicing rights are owned by the originator of the loan and subsequent assignees rather than by individual consumers.  That being said, CMS reserves its right to transfer the servicing of your loan at a later date should CMS decide to do so.   Finally, please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error.   Based on the foregoing, we believe the record is clear that CMS’s LSW properly notified you that payments made after 11:00 PM Eastern Time or on a Sunday are processed the next business day and that Sundays and holidays are not business days.  It is also clear that CMS has accurately reported loan and payment information for your loan to the credit reporting agencies. Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s 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, 8:00 AM to 5:00 PM, Pacific Time.   Sincerely,     [redacted] Customer Advocate   CC:      Revdex.com

July 16,2015[redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] Complaint I.D. No.: [redacted]Dear Mr. and Ms....

[redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the above-referencedloan received in our via email on June 30, 2015. 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 [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 wascontractually current and showing due for the April 1, 2015 mortgage payment.A review of our records found that on or about October 30, 2014, your prior loan serviceracknowledged receipt of your request for mortgage assistance. Attached for your ease ofreference is a copy of your Request for Mortgage Assistance form ("RMA") that you signed onOctober 26, 2014. By completing the RMA and providing your financial information to yourprior loan servicer, you requested your prior loan servicer to review your loan for all homeretention loss mitigation options available to you.Because your RMA application was incomplete, your prior loan servicer worked over thefollowing months to gather all required information from you to process your request formortgage assistance. CMS is able to confirm that on or about December 18, 2014, your loan wasapproved for a Trial Period Plan ("TPP") under FHA's Home Affordable Modification program("FHA-HAMP"). The FHA-RAMP TPP required you to remit four consecutive monthlypayments in the amount of $1,017.85 beginning on February 1, 2015.CMS is able to confirm that your prior loan servicer received funds in the amount of $1,088.09on February 18, 2015, and on March 5, 2015. Because these payments were equal to or greaterthan the approved FHA-HAMP TPP payment of $1,017.85, each of the payments satisfied thefirst two payments required under the FHA-HAMP. As outlined above, your loan was thentransferred to CMS effective April 2, 2015.It is important to note, that while CMS began servicing the loan as of April 2, 2015, the RealEstate Settlement Procedures Act ("RESPA") at 12 USC§ 2605(d) prevents CMS from treatingany payment as late for any purposes until the expiration of sixty days after the effective date ofthe servicing acquisition. This sixty day period is specifically intended to allow the acquiringservicer the necessary time to receive the acquisition file from the prior servicer and to ensure therecords of the acquiring servicer reflect the correct loan information. Included in this process isthe review and complete post-transfer diligence of any loss mitigation program that was inprocess at the time of the service transfer.At the time of the service transfer, CMS was provided with information from your prior loanservicer showing that your loan was in an active FHA-HAMP TPP status. On April 17, 2015,CMS received a payment from you in the amount of $1,088.09 which was sufficient to satisfythe April 1, 2015 FHA-TPP payment. It is important to note that pursuant to FHA-HAMP loanmodification guidelines, CMS held all funds received in an unapplied status until the time thatthe FHA-HAMP TPP was successfully completed.Please be advised that CMS suppresses credit reporting during the time that the FHA-HAMPTPP is active. It is also important to note that CMS disabled your online account due to the factthat your loan was coded as being in an active loss mitigation status and because your April 17,2015 payment was placed in an unapplied status due to the active FHA-HAMP TPP.On May 14,2015, you contacted CMS and inquired why you were unable to make a payment viaCMS's online payment system. The CMS representative provided you with the status of yourloan and the fact that your loan was showing due for the April 1, 201-5 mortgage payment withfunds in the amount of $1,088.09 being held in an unapplied status. The CMS representativeinformed you that your loan was coded as being in an active loss mitigation status and youreplied that you had rejected the FHA-HAMP TPP during the time that your loan was beingserviced by [redacted]. Because CMS was not in receipt of this information at that time, the CMSrepresentative encouraged you to contact CMS's Home Retention Department for furtherinformation.On May 19, 2015, you contacted CMS's Home Retention Department and notified the CMSrepresentative that you had rejected the FHA-HAMP TPP and wished to make your normalmonthly mortgage payment. The CMS representative accepted a phone payment in the amountof $1,088.09 to satisfy your May 1, 2015 payment. You then explained that you would contactCMS to speak to a supervisor the following day. Although CMS received no contact from youthe following day, you contacted CMS on June 2, 2015 and spoke to a CMS supervisor.During this phone conversation, the CMS supervisor explained that in order to cancel the FHA-HAMPloan modification, CMS would be required to be in receipt of your written opt out notice.The CMS supervisor provided you with the fax number to send such opt out letter to CMS andexplained that once CMS was in receipt of your opt out letter, CMS would remove the active lossmitigation status from your loan. You agreed to send CMS a letter documenting your writtenrequest to opt out of the approved FHA-HAMP program shortly after this phone conversation.CMS is able to confirm that CMS has received your written request to opt out of the approvedFHA-HAMP program. Accordingly, CMS has issued you the attached FHA-HAMP NonapprovalNotice on July 15, 2015. By issuing you the FHA-HAMP Non-Approval Notice, yourloan has been removed from an active loss mitigation status and has been returned to normal loanservicing. As of the date of this letter, your loan is contractually current and showing due for theJuly 1, 2015 mortgage payment in the amount of $1,088.09.CMS would like to take this opportunity to sincerely apologize for any inconvenience you mayhave experienced while CMS worked to gather your opt out letter and for any delay in removingyour loan from the FHA-HAMP program. CMS is able to confirm that you are now able toaccess CMS's website to make no-cost electronic mortgage payments. We are also able toconfirm that CMS has not reported any derogatory information to your credit profiles for themonths of April 2015 through June 2015.Please note that all mortgage payments are due on the first day of each month, and areconsidered late as of the second day of the month. If the payment is not received by CMS on orbefore the sixteenth day of the month, a late fee will be assessed to your loan. Any paymentreceived by CMS after the month in which the payment became due may be reported to thecredit reporting agencies as delinquent. We encourage you to remit your payment to CMS on thedate that it becomes due to prevent late fees, or derogatory credit reporting for any unexpectedissues that may arise when making your monthly mortgage payment.Finally, 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 if you feltCMS's attempts to assist you in providing you with the status of your loan as well as theinformation required to remove your loan from the approved FHA-HAMP program as requiredunder the FHA-HAMP program guidelines.Based on the foregoing, we believe the record is clear that once CMS received your written optout request CMS has removed your loan from the FHA-HAMP loan modification program andhas returned your loan to a normal servicing status. Should you wish to further discuss anyaspect of your loan, we encourage you to contact CMS's Customer Service Department at [redacted] for further assistance.We trust that this communication addresses all of the concerns noted in the complaint. If 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

April 27, 2015
 
 
Original sent via regular
mail
 
[redacted]
 
            RE:     ...


                        Complaint No.:           [redacted]
                        Primary Borrower:      [redacted]
                        Property Address:       [redacted]
 
Dear Mrs. [redacted]:
 
The Customer Advocate Department
of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint
filed with the Revdex.com regarding the above referenced loan and received
in our office via e-mail on March 20, 2015. CMS is committed to responsible
lending and servicing and we would like to address any concerns you may have.
 
At the outset, please note that
as of the date of this correspondence you are not an authorized third party on
the account. In order for CMS to disclose any account information to you, we
need the primary borrower to provide CMS with written authorization. To provide
you with authorization, the primary borrower can write a letter and submit it
to CMS. The letter must include the information referenced below.
 
Third
Party Representative Name
Third
Party Representative Contact Number
Third
Party Representative Identifier/Password
Authorization
Expiration Date (if applicable)
Printed
name, date and signature of the Primary Borrower
 
Also, CMS generated a Third Party
Authorization (“TAP”) form that will be mailed to the primary borrower in two
(2) business days. Please note that CMS will accept either the primary
borrower’s letter or TAP form as written authorization. 
 
To expedite receipt of the letter
or TAP form, the primary borrower can fax it directly to my attention. If
unable to fax, the letter or TAP form can also be mailed. Below find my direct
fax number and the mailing address.
 
Direct Fax:                  [redacted]
 
Mailing Address:        Carrington Mortgage Services, LLC
                                    Attn:
Customer Research Department
                                    [redacted]
                                    [redacted]
 
Lastly,
once you are added as an authorized third party on the account, CMS will be
more than happy to address any concerns or issues you may have. As always, please
remember that CMS remains committed to the highest standards of customer
satisfaction and will do the utmost to assist any customer with a complaint.
 
If you have any further
questions, please contact the undersigned at [redacted], Monday through
Friday, from 8:00AM to 5:00PM, Pacific Time.
 
Sincerely,
 
 
 
[redacted]
Customer Advocate
 
CC:  Revdex.com
 
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please
contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage
Services, LLC, Attention: Customer Service, [redacted], or 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] [redacted].
April 27, 2015

March 30, 2016
ORIGINAL RESPONSE SENT VIA REGULAR MAIL
[redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Borrower: [redacted]
Property Address: [redacted]
Dear Ms. [redacted]:
The Customer...

Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on March 3, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand your complaint, you allege that on October 12, 2015 you made your October 1, 2015 mortgage payment via the CMS online payment website and that CMS failed to process your payment. You go on to say that you made your October 1, 2015 mortgage payment using your saved bank account information on your CMS online account. Additionally, when you reviewed your online payment history, you state that it did not reflect that your October 1, 2015 mortgage payment was unpaid. As a result, you were unaware that your October 1, 2015 mortgage payment had not processed and that is the reason why you didn’t make your payment until November 12, 2015. Consequently, your desired resolution is for CMS to remove the delinquency reported on your credit report, reimburse the late fee assessed to your account, and waive the property inspection fee that was assessed to your account in December of 2015.
As a preliminary matter, on October 12, 2015, our records indicate that you made an online payment transaction on the CMS website in the amount of $1,919.13 which was intended to be applied to your October 1, 2015 mortgage payment. Thereafter, on October 15, 2015, our records indicate that your payment was rejected due to CMS being unable to locate your bank account using the information you provided during your October 12, 2015 online payment transaction. Resultantly, CMS sent you a Payment Rejection Letter on October 16, 2015 advising you that your payment was rejected due to CMS’s inability to locate your account and to call CMS with any questions or concerns you may have. For your reference, attached hereto as Exhibit “A” please find a copy of the October 16, 2015 Payment Rejection Letter.
More specifically, during your October 12, 2015 online payment transaction, you entered a bank account number of “[redacted]” – a ten (10) digit number – whereas your correct bank account number is “[redacted]” – a nine (9) digit number. CMS is able to determine that an incorrect bank account number was entered during your October 12, 2015 online payment transaction by comparing that particular account number to the account number used in your prior successful online payment transactions from September 11, 2015 and July 31, 2015. In particular, please note that you must elect to save your bank account information each and every time you make an online payment transaction. The purpose of this function is to ensure that your account information is correct and to provide you with the opportunity to update or change your bank account information each month if you desire to do so. Resultantly, that is the reason why CMS was unable to locate your account when we attempted to debit your October 1, 2015 mortgage payment using the account number you entered during your October 12, 2015 online payment transaction.
For your knowledge, please note that the confirmation you receive after processing an online payment request is only notifying you that we have received your transaction request and not that your payment was successfully applied to your account. In other words, the confirmation you receive immediately after processing a payment request is meant to only notify you that CMS is in receipt of your request for our office to debit your bank account for a mortgage payment. It is not a confirmation that CMS has successfully debited your bank account and applied the payment towards your loan.
Furthermore, we would like to take this opportunity to remind you that all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the month. If the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to your account. Also, any payment received by CMS after the month in which the payment became due may be reported to the credit bureaus as delinquent. Consequently, we encourage you to remit your monthly mortgage payments to CMS on the date that they become due to prevent any late fees or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage payment.
With respect to the property inspection fee that was assessed to your account in December of 2015, 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. Specifically, 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.
As of the date of this correspondence, your payment history reflects that your account is paid through March of 2016. The next mortgage payment is scheduled to be paid on April 1, 2016 in the amount of $1,919.13 and a property inspection fee in the amount of $20.00 for a total amount due of $1,939.13. For your reference, attached hereto as Exhibit “B” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions.
Based on the aforesaid investigation and review of your account, we find no evidence of wrongdoing on CMS’s behalf. As a result, we respectfully submit that customers who elect to submit payments through the online payment website are responsible for accurately entering the information for the bank account from which they want the loan payments withdrawn. Therefore, we encourage you to verify the account information entered into the online payment website before submitting your online payment transaction to CMS. Additionally, CMS is obligated by federal law to provide timely and accurate credit reporting in regards to your account status and payment history. Correspondingly, we submit that the information reported to the credit bureaus is correct and properly reflects your account status and payment history. Lastly, CMS respectfully denies your request to waive the late fee and property inspection fee that were assessed to your account because our records are clear that both fees were assessed correctly and pursuant to your loan documents.
Nevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] 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 [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].
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].

August 27, 2015 [redacted]
[redacted]
[redacted]
RE: Application No.: [redacted] Loan Applicants: William C. and [redacted]
Property Address: [redacted]
Complaint I.D. No.: [redacted]

Dear Mr. and Ms. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on August 10, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As you are aware, our Customer Advocacy Department originally received a complaint from you via the Pennsylvania Department of Banking and Securities on July 14, 2015 and another complaint from you via the Revdex.com on July 23, 2015, both of which raised the same issues as this most recent complaint. Accordingly, the loan application process was researched and responses to your complaints were sent to you by CMS on August 6, 2015, copies of which are included here for your ease of reference.
CMS’s previous response dated August 6, 2015 provided you with fifty-six (56) pages of supporting documentation. Please note that CMS is not providing you with another set of copies of these documents to avoid unnecessary duplication of efforts. Moreover, CMS will not respond to the issues that CMS has previously addressed in detail within the August 6, 2015 responses. Instead, CMS will address each new issue that you raised on August 10, 2015 with the Revdex.com to the fullest extent possible.
As we understand with your most recent complaint, you state that you have reviewed CMS’s response dated August 6, 2015 and believe that your concerns have not been fully resolved. You have provided CMS with additional details surrounding your loan application process and reiterated your dissatisfaction with numerous CMS representatives who have attempted to assist you with your mortgage loan application. You acknowledge that CMS was ultimately unable to approve your mortgage loan application and allege that CMS improperly released your social security number to an outside party.
With regard to your claim that CMS representatives assured you that your Debt to Income Ratios (“DTI”) would not be an issue when you applied for a mortgage loan, CMS commonly will review an applicant’s financial circumstances disclosed at the [redacted]e of application and will advise potential borrowers if there are any DTI or credit issues that would immediately disqualify them from the type of loan applied for. Such an initial review does not preclude the discovery of DTI or credit issues, which may disqualify you from the loan program that you applied for, as the application process continues.
As CMS outlined in its August 6, 2015 response, on August 4, 2015, CMS refreshed your credit reports and discovered that your credit reports contain additional debt as well as a new collection account that were not included within the initial credit reports received by CMS. Because of these credit items, your DTI was no longer within required range to qualify for the FHA loan program. Consequently, the attached denial notice was issued to you on August 10, 2015. Please be advised that this credit determination was made solely based upon your financial circumstance and was not related to the unintentional release of your social security number to a third party.
In response to your claim that you were provided with information to indicate that your loan was approved and cleared to close, CMS explained in its August 6, 2015 complaint response that your loan application was conditionally approved but that CMS was not in receipt of all of the documents required to satisfy the loan approval conditions outlined in the July 23, 2015 Conditional Loan Approval. A firm closing date could not have been provided to you during a time that CMS was not in possession of your 2013 Federal Tax Transcripts. CMS does its best to provide potential borrowers with an estimated timeline of approval; however, an approval is never guaranteed or promised until the time that the mortgage loan application is formally approved. CMS is unable to locate any evidence that such an approval was issued to you.
CMS understands that your new complaint indicates that CMS has improperly released your social security number to an outside party. After a thorough review of CMS’s records, CMS is able to confirm that on August 4, 2015, a CMS representative sent you an email that included a document containing Ms. [redacted]’s social security number. CMS is also able to confirm that due to an inadvertent clerical error, a third party was also added to the email. None of Mr. [redacted]’s non-public personal information was disclosed to a third party.
CMS understands that the document containing your social security number has been destroyed by the third party, and CMS has agreed to your request to provide you with two years of a credit monitoring service at no cost to you. CMS will immediately begin the necessary actions to enroll you into the credit monitoring service. Additional information regarding the credit monitoring service will be sent to you shortly under separate cover. CMS sincerely apologizes for any inconvenience you may have experienced.
In closing, CMS acknowledges that your mortgage loan application could have been processed faster and that CMS should have better communicated with you; however, CMS believes that based upon your specific financial circumstances, the outcome would have been the same. Should you wish to further discuss any aspect of your mortgage loan application process, we encourage you to contact Mr. [redacted], CMS’s MLD Regional Director at (714) 350-4652 for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Eastern [redacted]e.
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 calling 1-800-561-4567. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern time, Monday through Friday. You may also visit our website at carringtonms.com.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (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 the Customer Service Department 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.

July 15, 2015
 
 
[redacted]
[redacted]
[redacted]
[redacted]
 
RE:      Case No.:                    [redacted]
MLD Loan...

No.:          [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 June 19, 2015.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.
 
As we understand your complaint, you claim that you applied for a refinance with CMS and spoke with Loan Officer [redacted] who informed you that she would lock-in the interest rate at 3.875%.  You indicate that the refinance process moved forward at which time you paid for an appraisal in the amount of $385.00.  You further claim that on May 20, 2015, Ms. [redacted] informed you that the refinance had closed; however, the next day she informed you that the interest rate would be 4.25%.  You go on to say that you requested to speak with Ms. [redacted]’s supervisor regarding your concerns with the rate change, and on May 21, 2015 you spoke with Sales Manager, [redacted].  During this call, he informed you the market conditions had changed but he would work to finalize your refinance at the agreed 3.875%.  You assert that you had difficulty getting ahold of Mr. [redacted] after your initial call and when you finally did make contact with Mr. [redacted], the interest rate matter was not resolved.  You also expressed concerns with the handling of your refinance; therefore, on June 17, 2015 you sent an email to Ms. [redacted] and Mr. [redacted] informing them that you did not wish to proceed with the refinance and requesting a reimbursement of the appraisal fee in the amount of $385.00. 
 
Upon review, our records show that you initially spoke to Ms. [redacted] on April 13, 2015 about your interest in refinancing your Federal Housing Administration (“FHA”) insured loan and during this call Ms. [redacted] quoted you an available interest rate of 3.875%.  On that same day, a Good Faith Estimate (“GFE”), Federal Truth-in-Lending and other required disclosures were sent to you.  It is important to note that on this GFE, the interest rate of 3.875% was good through April 13, 2015 and the estimated settlement charges were available through April 27, 2015.  In addition, the GFE states that you must lock the interest rate four days before settlement.  A copy of this GFE is attached for ease of reference.
 
On April 28, 2015, CMS received the requested financial documentation from you and on that same day, the appraisal was requested.  On May 13, 2015, CMS received the completed appraisal and on that same day your file was referred to underwriting for review and disposition.  On May 20, 2015 your refinance was approved.  Later that day, Ms. [redacted] spoke with you and informed you that your loan was approved, but that the pricing for an interest rate of 3.875% had changed.  Specifically, Ms. [redacted] notified you that the points had increased by $7,663.89.  It was also during this call that Ms. [redacted] discussed other financing options; however, you were unwilling to consider any new loan options as you wanted the initial rate and pricing quoted to you. 
Subsequently, on or about May 22, 2015 you spoke with Mr. [redacted] to express your concerns and also indicated your understanding that the 3.875% interest rate and pricing had been locked when you began the loan application.  Mr. [redacted] explained that your rate could not be locked at the time of the loan application as it was not a standard practice by CMS to do so.  He further explained that the rate on your loan application could only be locked at the time of underwriting review and approval as noted on the GFE.  Additionally, Mr. [redacted] discussed other loan term options such as a higher interest rate with more reasonable pricing or indicated that you could hold off on refinancing at this time and wait for rates to drop once again.  Subsequently, on June 26, 2015 CMS closed your file and sent you a Statement of Credit Denial, Termination, or Change notice.  A copy of this letter is attached for ease of reference.
Based on the foregoing, we conclude that CMS processed your loan application in accordance with CMS lending and underwriting guidelines.  Nevertheless, we acknowledge that CMS missed opportunities to communicate better with you during this process regarding the interest rate pricing and would like to take this opportunity not only to express our sincere apologies for the inconvenience that you may have experienced in this matter, but also to thank you for bringing this matter to CMS’s attention.  CMS is always looking for ways to improve service levels and your feedback is important us.  In addition, solely as an expression of our commitment to the highest standards of customer satisfaction, CMS has agreed to refund the appraisal cost as requested and therefore, check number [redacted] in the amount of  $385.00 was sent to you via federal express mail, tracking number [redacted] on July 14, 2015.
 
We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.
 
 
Sincerely,
 
 
[redacted]
Customer Advocate
 
CC:  Revdex.com

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, 2016. CMS is committed to responsible lending and servicing and we would like to address any...

concerns you may have. The following is our response to the issue(s) raised in your inquiry.As we understand your complaint you state that you have attempted to make additional payments to your loan’s principal balance but have experienced multiple issues with the way CMS processes your additional principal payments. More specifically you state that you mailed a check via overnight mail in the amount of $1,205.00 which was received and signed for by CMS on January 8, 2016 but was never applied to your loan. As a desired resolution you state that you would like CMS to locate this misplaced principal payment, apply it to your loan, and credit you interest from January 8, 2016.As a preliminary matter, the servicing of this loan was transferred from [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.Our initial review has confirmed that the prior servicer received two payments from you on April 1, 2015 in the amount of $794.39 and $1,203.61. On this day the payment in the amount of $794.39 was applied to your April 1, 2015 mortgage payment and $1,203.61 was applied as an additional principal payment. At the time of the service transfer, your loan was contractually current and due for the May 1, 2015 payment in the amount of $794.39.On April 27, 2015 the Customer Research Department reviewed your request to initiate the [redacted] payment option on your loan. A review of our records confirmed that CMS was unable to approve your request because your request to add $1,203.61 each month as a principal payment exceeded the allowable maximum allowable amount of $1,000.00. On this day, CMS issue you a letter of denial regarding the [redacted] payment option on your loan.On April 29, 2015 you spoke with a CMS representative and stated that you were attempting to schedule an additional principal payment on the Interactive Voice Response system (“IVR”). The representative explained that the IVR system does not allow additional principal mortgage payment to be made through that system. During this conversation the representative provided you with the alternative payment options available to you to make the additional principal payment. Later on this day you scheduled a payment on the Loan Servicing Website (“LSW’’). A review confirmed that on April 29, 2015 CMS received a payment in the amount of $794.39, which was applied to your May 1, 2015 mortgage payment.On May 6, 2015 the Customer Research Department received a second request to initiate the [redacted] payment option on your loan. A review of our records confirmed that CMS was unable to approve your request to establish [redacted] payments because your request to add $1,203.61 each month as a principal payment exceeded the allowable maximum allowable amount of $1,000.00. On this day, CMS issue you a letter of denial regarding the [redacted] payment option on your loan.On May 8, 2015 you again spoke with a CMS representative and stated that you had mailed an additional principal payment to CMS on April 29, 2015 in the amount of $1,206.61. The representative advised you that no additional payment had been received and suggested that you contact CMS on May 11, 2015 to allow for additional processing time, and for the payment to be applied to your loan.On May 12, 2015 you again spoke with a CMS representative to inquire regarding why CMS denied your [redacted] payment request. The representative began to explain that the [redacted] option only allows a maximum of $1,000.00 towards principal in addition to your regular mortgage payment. You then requested that a CMS supervisor be made available to you. The CMS representative attempted to further assist you but you ended the call.Later that day, you contacted CMS again and requested to speak with a supervisor. The CMS representative explained that there was no supervisor available at the time. During this conversation, you once again advised that you had mailed an additional payment to CMS on April 29, 2015 in the amount of $1,203.61, but that this payment had not been applied to your loan. The CMS representative confirmed that no payment in the amount of $1,203.61 had been received. The representative advised you that CMS needed a copy of your complete bank statement in order to research the issue. The CMS representative explained that if this check had been debited from your checking account, you would need to submit your bank statement to the Customer Service Research Department via fax at (949) 517-5220 for further research. You also requested that CMS provided you a Payoff Statement with a good through date of May 31, 2015 and requested that it be faxed to [redacted]. As requested, the CMS representative submitted a request to have a Payoff Statement generated and faxed to your attention. On May 14, 2015 CMS faxed you the requested Payoff Statement to the fax number provided. Attached for your ease of reference is a copy of the May 14, 2015 Payoff Statement.On May 15, 2015 you again spoke with a CMS representative to inquire about your principal payment in the amount of $1,203.61, and your payoff request. The representative confirmed that this payment had still not been received. Further the representative explained that the payoff statement was faxed to you May 14, 2015, and explained that there is a (48) hour processing timeframe to have the payoff faxed. The representative then requested that you provide copies of your bank Statements in order for CMS to research your missing principal payment. Accordingly, the representative provided you with a direct fax number of [redacted]. The representative advised you that once the bank statement had been received, he would forward this information to the Customer Service Research Department for investigation. During this conversation the CMS representative provided you with the unpaid principal balance of your loan which was $63,503.69, and a payoff balance of $63,758.92.Later, on May 20, 2015 after having received the bank statement you provided CMS confirmed that your payment in the amount of $1,203.61 was applied to a different loan. Our research has confirmed that your payment was misapplied because you provided the incorrect loan number on your check, and failed to provide a payment coupon with detailed posting instructions. That said, in an effort to accommodate your request CMS then applied this payment to your loan as the June 1, 2015 mortgage payment in the amount of $794.39 and the remaining balance of $409.22 was applied as a principal payment. Further, on this day you accessed the LSW to request a Payoff Statement. You also made a payment in the amount of $797.39, which was applied to your July 1, 2015 mortgage payment.On May 22, 2015 you spoke with a CMS representative to inquire regarding the status of your request for a Payoff Statement. During this conversation the CMS representative confirmed that CMS had faxed you a Payoff Statement on May 14, 2015. The CMS representative then stated she would submit a request to have an updated Payoff Statement generated and provided to you by the end of that business day. During this conversation, the CMS representative confirmed that the payment which you made on April 29, 2015, in the amount of $1,203.61 had been located and applied to your loan on May 20, 2015. The representative confirmed that this payment had ben reapplied to the June 1, 2015 mortgage payment in the amount of $794.39 and the remaining balance of $409.22 was applied as a principal payment. Despite her best efforts the CMS representative did not understand that you meant this entire payment was intended to be applied to principal. Later on this day, CMS email you an updated Payoff Statement to [redacted].That said, on May 27, 2015 you contacted CMS to inquire about two additional principal payments in the amount of $1,203.61 each you made on April 1, 2015 and April 29, 2015. The CMS representative reviewed the payments applied to your loan, but despite her best efforts the CMS representative initially failed to realize that the payment you made on April 1, 2015 in the amount of $1,203.61, had been applied to principal by the prior servicer. Further the representative failed to explain that CMS had completed the payment correction on May 20, 2015 and had inadvertently applied this payment to your June 1, 2015 mortgage payment in the amount of $794.39, and an additional principal payment in the amount of $409.22. We note here that no payment coupon was included with this payment. During this conversation you explained that you believed that CMS had applied your April 1, 2015 payment in the amount of $1,203.6 towards regular payments instead of principal. The representative then explained that she would request that the May 20, 2015 payment be reapplied to your principal balance. On this day the CMS representative requested that the June 1, 2015 mortgage payment in the amount of $794.39 be reversed and reapplied to the principal balance. This correction combined with the principal payment of $409.22 dated May 20, 2015 totaled $1,203.61. Towards the end of the call, you confirmed that your loan should be due for the July 1, 2015 mortgage payment.The following day, CMS reversed and reapplied this payment to your principal balance in the amount of $794.39. Please note that the payment was posted effective May 4, 2015 which was the day it was received.CMS would like to take this opportunity to thank you for your feedback in which you recognized that the CMS representatives that you spoke to were cordial during your conversations. Our CMS representatives work very hard to be helpful in assisting borrowers with their mortgage needs. We sincerely apologize for any miscommunication or lack of customer service you may have experienced.On May 29, 2015 you spoke with a CMS representative and confirmed this payment correction was completed. Please note that the payment correction was initiated in an effort to accommodate your request.Please be advised that the Real Estate Settlement Procedures Act (“RESPA”) requires that an escrow analysis be completed within sixty days following a service transfer. It is important to note that the analysis of your escrow account does not in any way change your fixed interest rate of 4.890% and your monthly principal and interest payment of $731.56 remains unaltered. In addition, a condition of your FHA loan requires you to maintain an escrow account for the payment of hazard insurance and property taxes.Based on a review of your loan, please be advised that on June 2, 2015 CMS analyzed your escrow account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”). For your reference, attached hereto please find a copy of the June 2, 2015 AEADS. The purpose of the June 2, 2015 AEADS was to advise you of your projected escrow activity for your escrow cycle beginning August 1, 2015 and ending July 31, 2016.More specifically, the AEADS projected that your yearly county taxes would be $.12 and that your yearly homeowner’s insurance premium would be $721.00. Correspondingly, your total disbursements for your escrow cycle beginning August 1, 2015 and ending July 31, 2016 were calculated to be $721.12, which if spread over a twelve (12) month period is equal to approximately $60.09 every month.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 your escrow account to prevent your 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 your responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds.Specifically, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve months, unless state law allows for a lesser amount.Additionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amount. If you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.S. Department of Housing and Urban Development website at [redacted].Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning August 1, 2015 and ending July 31, 2016. The total escrow cushion that CMS may collect is $120.18, which represents two (2) months of escrow payments.Based on the calculations from the June 2, 2015 AEADS, your low point escrow balance was negative $68.29. As a result, in order to reach a low point escrow balance of $120.18, the allowed 1/6th escrow cushion, CMS needs to collect an escrow shortage of $51,89. Please note that your escrow shortage was spread over a twelve (12) month period starting with your August 1, 2015 payment. Resultantly, that is the reason why your overall monthly mortgage payment increased by $1.58, from $794.39 to $795.97.On June 3, 2015 CMS received a payment you scheduled a payment through the LSW in the amount of $794.39, which was applied to your July 1, 2015 mortgage payment.Later on June 10, 2015 you again spoke with a CMS representative and confirmed that your June 3, 2015 payment was applied correctly to your July 1, 2015 mortgage payment. During this conversation the CMS representative confirmed that your loan was due for the August 1, 2015 mortgage payment. The CMS representative also confirmed that CMS completed a payment correction for the May 20, 2015 payment of $1,203,61. During this conversation you requested a payment history be mailed to you. The representative also reviewed the disbursement scheduled from your escrow account and submitted a request to have a copy of the AEADS dated June 2, 2015 and payment history mailed to you. The representative also confirmed the balance of your loan at the time of the transfer was $63,503.69. Further, on this day you inquired about the Payoff Statement that you requested on May 22, 2015. The CMS representative confirmed that a Payoff Statement was previously provided and asked if you needed a copy of the Payoff Statement which you declined.On June 11, 2015 CMS received a payment in the amount of $2,411.22, although this payment was initially applied to your mortgage payments, CMS reapplied this payment as an additional principal payment in the amount of $2,411.22 that same day. Also on this day, CMS mailed you the requested payment history and escrow disclosure statement.On July 4, 2015 CMS received a payment you scheduled on the LSW in the amount of $795.97, which was applied to your August 1, 2015 mortgage payment. On July 10, 2015 CMS received a payment in the amount of $1,205.00, which was applied to your principal balance.On August 3, 2015 CMS received a payment in the amount of $795.97, which was not accompanied by a payment coupon with clearly noted posting instructions. Accordingly, and in accordance with the terms of your Note, the payment was applied to your September 1, 2015 mortgage payment. Later on August 13, 2015 CMS received a payment in the amount of $1,005.00, which was also not accompanied by a payment coupon with clearly noted posting instructions. Accordingly, and in accordance with the terms of your Note, $795.97 was applied to your October 1, 2015 mortgage payment and the remaining balance of $209.03 was applied as a principal payment.On August 18, 2015 you spoke to a CMS representative to advise that the payment you made in the amount of $1,005.00 was meant to be applied in its entirety to your principal balance. During this conversation the CMS representative submitted a request to have this payment reversed and reapplied as a principal payment. Later on August 21, 2015 you again spoke with a CMS representative to confirm if the payment correction had been completed. The CMS representative confirmed that the correction had not been completed but recommended you allow more time for the correction to be complete. Please note that the payment correction was initiated in an effort to accommodate your request.On August 27, 2015 you called and again spoke with a CMS representative to confirm if the payment correction had been completed. The CMS representative advised that the payment correction was still pending but offered to escalate this issue to a supervisor. On this day, the issue was referred to a Customer Service Supervisor for further assistance. The following day CMS had the requested payment correction completed.On September 17, 2015 CMS received a payment in the amount of $2,000.00, which was not accompanied by a payment coupon with clearly noted posting instructions. Accordingly, and in accordance with the terms of your Note, the payments were applied to your October 1, 2015 and November 1, 2015 mortgage payments in the amount of $795.97 each. The remaining balance of $408,06 was then applied as an additional principal payment.Later on September 18, 2015 you spoke with a CMS supervisor to express your frustration at how your additional principal payments were not being applied as intended. On this day the CMS supervisor advised you that he would submit a request to have the September 17, 2015 payment in the amount of $2,000.00 reversed and reapplied to the principal balance. In addition, the Supervisor advised you that he would have your loan notated with a special payment handling code in order to resolve your ongoing posting issues.On September 21, 2015 CMS reversed the October 1, 2015 and November 1, 2015 mortgage and principal payments totaling $2,000.00, and reapplied these payments to your principal balance.On September 30, 2015 CMS received a payment in the amount of $795.97, which was applied to your October 1, 2015 mortgage payment. On October 16, 2015 CMS received a payment in the amount of $1,205.00, which was applied as an additional principal payment on your loan. On October 31, 2015 CMS received a payment in the amount of $795.97, which was initially applied as an unapplied credit to your loan. On November 2, 2015 this payment was reversed and applied towards your November 1, 2015 payment. Please note that CMS applied this payment effective the date it was received which was October 31, 2015. On November 13, 2015 CMS received a payment in the amount of $1,205.00, which was applied to your loan as an additional principal payment.On November 30, 2015 CMS received a payment in the amount of $795.97, which was applied to the December 1, 2015 mortgage payment. Later, on December 23, 2015 CMS received a payment in the amount of $1,205.00, which was applied as an additional principal payment.Later on December 30, 2015 CMS received your payment in the amount of $795.97, which was initially applied as an unapplied credit to your loan, then reapplied to your January 1, 2016 mortgage payment the following day.On January 20, 2016 you spoke with a CMS representative to inquire about the additional principal payment you state you mailed to CMS on January 5, 2016 in the amount of $1,205.00. The CMS representative then requested that you provide a copy of the overnight tracking information and written request to CMS for further research.On January 21, 2015 CMS received a carbon copy of your check number [redacted], in the amount of $1,205.00, dated January 5, 2016 along with the tracking number previously mentioned. Our review confirmed that the information you provided was insufficient to resolve this issue. Therefore, the Customer Research Department closed the research on your loan and requested that you provide a front and back copy of the cashed check for further research.Later on January 28, 2016 you contacted the Customer Advocacy Department to express frustration at having multiple payments misapplied on your loan and inquired about making additional principal payments through the LSW.The Customer Advocate you spoke with, [redacted], reviewed the LSW payment options and limitations with you and confirmed that the Customer Service Research Department needed more information to resolve this issue. Mr. [redacted] then encouraged you to call back on February 1, 2016 for an update on the issues raised during this phone call.On February 1, 2016 you contacted the Customer Advocacy Department and spoke to a different Customer Advocate, [redacted], who informed you that CMS needed a copy of the front and back of the cancelled check in order to complete the research. During this conversation your expressed your frustration regarding the missing payment.Nevertheless, solely as an expression of our commitment to the highest standards of customer satisfaction, Mr. [redacted] transferred you to the Customer Service Department and agreed to waive a Check-by-Phone fee of $15.00 in order to allow you to make a payment in the amount of $2,000.97 which was applied to your February 1, 2016 payment in the amount of $795.97, and an additional principal payment in the amount of $1,205.00.On February 3, 2016 you spoke with a CMS representative to schedule an additional principal payment via the Check-by-Phone system which included a $15.00 fee. On this day CMS took a check by phone payment in the amount of $1,205.00, which was applied to your principal balance the following day.On March 1, 2016 you spoke with a CMS representative and scheduled a Check-by-Phone payment in the amount of $2,000.97. During this conversation you request that CMS applied $795.97 to your March 1, 2016 mortgage payment, and $1,205.00 to your principal balance. On March 2, 2016 CMS applied $795.97 to your March 1, 2016 mortgage payment, and $1,205.00 to your principal balance. As of today’s date, your loan is contractually current and due for the April 1, 2016 payment.Lastly, in your complaint you to state that you sent a payment via overnight mail to CMS on January 5, 2016 which was delivered on January 8, 2016. Please note that CMS has been unable to locate check number [redacted] in the amount of $1,205.00. CMS requests that you review your records to determine if this payment has cleared your bank account. If this payment has been cashed, we encourage you provide the undersigned with a front and back copy of the cashed check via fax at [redacted] for further research.Should you desire to submit additional principal payments directly to CMS via overnight mail, we encourage you to remit your payments to the below address:Carrington Mortgage Services, LLC Cashiering Department 2-270 [redacted]If you would like to make your monthly mortgage payment and an additional payment towards your principal or escrow balance before the due date, please note you will only be able to pay the total amount due for the monthly mortgage payment and may submit an additional payment towards your principal or escrow balance the following business day not to exceed the amount of $1,000.00 by entering that specific amount under the “other” category on the LSW.Furthermore, you also have the ability to make a payment towards your principal balance by mailing a personal or bill pay check not to exceed the amount of $10,000.00. If you would like to make a payment towards your principal balance greater than $10,000.00, please make certain to send certified funds such as a money order or cashier’s check to Carrington Mortgage Services, LLC, Cashiering Department 2-270, [redacted], [redacted]. Specific payment instructions should be clearly indicated on the form of payment as well as on the payment coupon.Also, the LSW provides all of the payment options available, such as [redacted], [redacted], [redacted], and web payment options. Additionally, CMS offers monthly, biweekly, and semi-monthly payment options with the ability to add any desired additional amount to your escrow or principal balance.In addition, the LSW provides an online payment history available for viewing the next business day after a transaction has been completed. If you schedule a mortgage payment on the LSW you will be provided an email confirmation of the pending payment. When making a payment on the LSW the current amount due is the minimum amount that can be accepted. The LSW also provides the option to receive loan alerts via text or email.In closing, CMS has agreed to refund you the Check-by-Phone fee in the amount of $15.00 which you paid in February 3, 2016, solely as an expression of our commitment to the highest standards of customer satisfaction. CMS is currently in the process of issuing you a refund check and you can expect to receive it via regular mail within fourteen (14) days.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, 8:0 AM to 5:00 PM, Eastern Time.Sincerely,[redacted]Customer Advocate