Carrington Mortgage Services LLC

October 19, [redacted] ** [redacted] RE: Loan No.: [redacted] Complaint ID No.: [redacted] Property Address: [redacted] ** [redacted] Dear Ms***; The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on September 22, 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 made a payment on July 1, payment that you made to CMS using your personal bank account bill pay system, but the payment has not been credited to your loan You go on to say that you have called CMS to address this matter and have not been successful in obtaining a resolution In addition, you state that you have left a message for the CMS Supervisor but as of the date of your complaint you have not received a return call You also claim that CMS mishandled your payments for May and June 2015, but corrected your account after you provided proof of your payments Upon review, our records show that our Research Department previously received an inquiry from you which raises the same issues as this current complaint Accordingly, CMS researched the loan and a response was sent to you on August 21, For your ease of reference, attached hereto please find a copy of CMS’s response dated August 21, It is important to note that in the August 21, 2015, correspondence, CMS informed you that CMS had not received the July1, payment Subsequently, on September 21, you called CMS and spoke to CMS Representative [redacted] During this call you informed Ms [redacted] that you had sent your July 1, payment via your bill pay from your personal bank account on July 1, 2015, and indicated that CMS needed to process this payment and credit your loan Ms [redacted] informed you that CMS could not process the aforementioned payment because it had not been received by CMS at that time Ms [redacted] suggested that you cancel the payment and replace the payment You indicated that, in your view, the error was on CMS’s end and therefore CMS needed to process the payment and resolve the issue At that time you requested to speak to a Supervisor; however a Supervisor was not availableFor that reason, and at your request, the call was transferred to the Supervisor’s voice mail box to leave a message for a return call Thereafter, CMS received two payments from you The first payment was received on October 8, 2015, in the amount of $630.00, check number *** This payment was applied to your September 1, payment in the amount of $and the remaining $was held in suspense, bringing the total of funds held in suspense to $ The other payment was received on October 10, 2015, in the amount of $677.03, check number This payment was combined with the funds in suspense in the amount of $6.90, and applied to the October 1, payment in the amount of $642.93, with $applied to late fees and $to a property inspection feeAs of the date of this letter your loan is current and due for November 1, Below is a payment summary with payment transactions from February 1, through October 10, for your ease of reference Payment Summary Date Payment Received & Applied Amount of Payment Received Applied to Monthly Payment Applied to Principal Applied to Interest Applied to Escrow Applied to Late Fee Property Inspection Fee Applied to/from Suspense Account Suspense Account Balance Next Payment Due 02/25/ 02/01/ 03/01/ 03/12/ 03/01/ 04/01/ 03/23/ From Suspense (15.00) 04/06/ 04/01/ 05/01/ 04/06/ 05/15/ 05/01/ 06/01/ 05/15/ 06/01/ 06/15/ 08/03/ 06/01/ 07/01/ 08/10/ Reverse Payment (06/01/15) (163.17) (371.99) (92.54) 1, 06/01/ 08/10/ Reverse Payment (100.00) 1, 08/10/ From Suspense 06/01/ (627.70) 07/01/ (2.30) 08/10/ From Suspense 07/01/ (627.70) 08/01/ 09/08/ 08/01/ 09/01/ 10/08/ 09/01/ 10/01/ 10/10/ 10/01/ 11/01/ From Suspense (41.00) Based on the foregoing, we conclude that CMS has applied your payments promptly upon receipt and in accordance with the established policy and procedures and in compliance with applicable laws and regulations It is important to note that CMS is unable to process and negotiate a payment without receipt of the payment whether by check or electronic transmission Nevertheless, we acknowledge that CMS missed an opportunity to have you speak with a CMS Supervisor to address your concerns with the July 1, missing payment, and we would like to take this opportunity not only to express our sincere apologies for the inconvenience that you may have experienced, but also to thank you for bringing this matter to CMS’s attention CMS is always looking for ways to improve service levels and your feedback is important us In closing, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint You may contact CMS regarding the administration of this loan and may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern Time In addition, you can also send written correspondence including inquiries and complaints about his mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax his correspondence to [redacted] We trust that this communication addresses all of the concerns noted in the complaint If you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at carringtonms.com -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] *** North Carolina: Carrington Mortgage Services, LLC is licensed under the North Carolina Agency Permit No& and North Carolina Secure and Fair Enforcement Mortgage Licensing Act [redacted] ***

March 24, Sent via the Revdex.com Portal and U.SMail: [redacted] Dear Ms***, The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) and received in our office on February 29, CMS is committed to responsible lending and servicing, and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry At the outset, please note that the Customer Advocacy Department originally received your inquiry filed with the Consumer Financial Protection Bureau (“CFPB”) and received in our office on February 26, That inquiry raised the same issues as this complaintAccordingly, CMS researched the issues raised and a response is being issued concurrently with this responseFor your convenience, we have enclosed a copy of the CFPB Response Letter dated March 24, The information contained in this letter is for informational purposes only and is not to be construed as an attempt to collect on a debt We trust that this communication addresses all of your concerns noted in the complaintCarrington Mortgage Services, LLC is committed to customer satisfaction and we look forward to resolving any concerns you may haveWe can be reached at (866) 874-Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate CC Via U.SMail and Email: A [redacted] & [redacted] Bankruptcy@ [redacted] firm.com Enclosures: CFPB Response Letter dated March 24, March 24, Sent via the CFPB Portal and U.SMail: [redacted] RE: Case Number: [redacted] Borrower: [redacted] Property Address: [redacted] Dear Ms***, The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Consumer Financial Protection Bureau (“CFPB”) and received in our office on February 26, CMS is committed to responsible lending and servicing, and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As we understand your complaint, you claim that CMS misrepresented that it would postpone a foreclosure sale and work to modify your loanYou state that you recently spoke with CMS and were reassured that your application for a loan modification was in reviewOn or about February 26, 2016, you received a missed telephone call from CMS and did not receive a voice messageWhen you returned the call, you claim that a CMS representative advised that your modification was not approved and that a foreclosure sale was set for March 1, You claim that the CMS representative was not courteous to youIn particular, you state that this CMS representative advised that you did not have enough income to qualify for a modification and should not make the effort to reapply for a modificationIn addition, you claim that this CMS representative advised that you should not attempt a short saleYou would like to receive assistance pursuing alternatives to foreclosure At the outset, please note that the Customer Advocacy Department also received an inquiry from you filed with the Revdex.com and received in our office on February 29, That inquiry raised the same issues as this complaintThe Customer Advocacy Department will address both complaints concurrently with this response Our records indicate that this Federal Housing Administration (“FHA”) insured loan originated on or about August 26, for $138,Enclosed is your Note and Security Deed both dated August 26, As you may be aware, the servicing of the loan transferred from [redacted] to CMS on or about August 1, Enclosed is the August 12, Notice of Servicing Transfer (“Hello Letter”) advising you of the transfer to CMSAt the time of the servicing transfer, your loan was past-due for the July 1, payment We note that you filed for a Chapter Bankruptcy in the U.SBankruptcy Court Northern District of [redacted] Your bankruptcy discharge on or about March 5, did not include a reaffirmation of your mortgage debtA bankruptcy discharge of a mortgage debt eliminates the personal liability for that debtAlthough you are no longer personally liable for the mortgage debt, the discharge did not extinguish the enforceability of the Note or Security Deed, or extinguish the lien on the subject propertyThe lender may still foreclose on the mortgaged property if mortgage payments are not received pursuant to the terms within the NoteDue to the loan’s delinquent status, CMS referred the property for foreclosure on May 6, On or about August 27, 2015, we received a hardship package from youAfter completing our initial review, we determined that your hardship package was complete and requested a loss mitigation foreclosure holdEnclosed is a copy of the Complete Package Acknowledgement Notice dated August 29, 2015, advising you that additional documentation might be needed before CMS reviewed your loan for loss mitigation optionsAfter the package was forwarded to our underwriters, your application was to be reviewed for available options under FHA-HAMPThe FHA-HAMP review process follows the United States Department of Housing and Urban Development (“HUD”) guidelines that govern FHA loans HUD sets forth strict guidelines regarding allowable loss mitigation options that require CMS to review loans in a specific order known as the “FHA Waterfall.” The order of the FHA Waterfall as directed in the HUD Mortgagee Letter 2012-is as follows: Forbearance Plan, Loan Modification, FHA-HAMP Loan Modification, Short Sale and Deed in Lieu of Foreclosure (“DIL”) Before the underwriters could complete the FHA Waterfall review, they reviewed a title report and found an unpaid lien recorded on October 23, by [redacted] Homeowner’s Association, Inc(“HOA”)CMS could not approve you for a loan modification while the HOA lien was of record because CMS would be required to record a modified mortgage if a permanent modification was implementedSince the modified mortgage would record after the HOA lien, your modified mortgage would be subordinate to the HOA lienIn addition, a recent HOA statement showed an unpaid balanceOn September 30, 2015, we sent you the enclosed Incomplete Package Notice, advising you that we would need to receive a recorded Satisfaction of Lien and an HOA statement showing a zero balance on or before October 30, On October 1, 2015, a Single Point of Contact (“SPOC”) group representative placed a courtesy call to advise you of the incomplete fileThe representative did not leave a message because she did not want her message to be misinterpreted as an attempt to collect on a debtLater the same day, you returned the telephone call and a SPOC representative advised you that you would need to provide a recorded Satisfaction of Lien and an HOA statement showing a zero balance in order for CMS to continue the modification reviewThe representative also explained that if your HOA dues were included in your bankruptcy discharge, you might want to consult with your bankruptcy attorney to determine what to do next On October 13, 2015, a SPOC group representative generated a second courtesy call to remind you that CMS had not received the Satisfaction of Lien or an HOA statement showing a zero balanceThe same day, you returned the telephone call and a SPOC representative advised you that we had not received the Satisfaction of LienIn response, you indicated that you were trying to contact the HOA and had not received a response from them On October 19, 2015, a SPOC group representative placed a third courtesy call to determine if you would be able to provide the satisfaction of lienIn response, you stated that you were trying to reach the HOA to satisfy the lien but the HOA had not respondedIn return, the representative advised you that CMS would need to receive a copy of the Satisfaction of Lien no later than October 30, or you would have to reapply for mortgage assistance On October 27, 2015, a SPOC group representative generated a courtesy call to determine the status of the missing documentsIn response, you indicated that you had been unable to get a hold of the HOA or the HOA’s attorneyThe representative concluded the telephone call by reminding you of the October 30, deadline to provide the Satisfaction of Lien and HOA statement reflecting a zero balance On November 3, 2015, we sent you the enclosed Non-Approval Notice because the satisfaction of lien was not received on or before the October 30, deadlineThe same day, CMS removed the loss mitigation foreclosure holdA SPOC group representative subsequently placed courtesy calls to advise you of the non-approval decision on November 4, 2015, November 13, 2015, and November 19, However, the representative could not reach you during these calls On or about December 18, 2015, the foreclosure attorney scheduled a foreclosure sale for March 1, On or about January 19, 2016, you contacted CMS and indicated that you would submit another mortgage assistance applicationWe received your hardship package on January 29, On February 1, 2016, we completed a review of your hardship package and determined that your hardship package was completeA foreclosure hold was requested the same dayOn February 2, 2016, we sent you the enclosed Complete Package NoticeNext, your file was forwarded to our underwriters, who ordered tax transcripts and a title report On February 22, 2016, you called to determine the status of your modification reviewThe CMS representative advised you the file was being reviewed by the underwriters and to allow up to thirty days for the review to be completedThe representative also explained that CMS was postponing the March 1, foreclosure sale because the modification review was ongoingLater the same day, an underwriter received the title report and reviewed itUnfortunately, the HOA lien was still on title and a recorded Satisfaction of Lien had not been receivedDue to a policy change to ensure a timely underwriting review and decision, Home Retention was no longer issuing an Incomplete Package Notice for files affected by title issues On February 23, 2016, we sent you the enclosed Non-Approval Notice, advising you that we could not offer a loan modification because the HOA lien was unreleased from titleAs indicated above, we cannot offer a permanent modification which would cause your mortgage to become subordinate to another lien Although the underwriter was unable to approve your application due to the unpaid HOA lien, the underwriter still reviewed your loan for available options under the FHA WaterfallUnfortunately, you did not qualify for any available optionsYou did not qualify for Forbearance because the loan was more than twelve months delinquentPer HUD Mortgagee Letter 2002-17, the total loan delinquency cannot exceed twelve months’ worth of paymentsFurthermore, you did not qualify for a loan modification because your surplus income needed to be at least $and greater than 15% of your net income In addition, you did not qualify for a short sale under the Pre-Foreclosure Sale (“PFS”) streamline program which would have provided you with an opportunity to market the propertyHowever, this program is not available when a foreclosure action has been filedSince you did not qualify for the PFS streamline program, you were not eligible for a deed-in-lieu of foreclosure (“DIL”)Per HUD guidelines, completion of the PFS streamline program is a prerequisite to being reviewed for a DIL On February 24, 2016, CMS submitted a request to postpone the March 1, foreclosure sale On February 24, and February 26, 2016, a Home Retention specialist attempted to reach you to explain the non-approval decisionHowever, the specialist could not reach you during either attempt On February 26, 2016, you returned CMS’s telephone callDuring this call, you claim that a representative advised you that you should not make the effort to reapply for a modification because you did not have enough income to qualifyAfter reviewing our call recordings, we respectfully disagreeThe Home Retention specialist explained that CMS could not approve you for a loan modification due to the unreleased HOA lien and because you did not qualify under the FHA WaterfallThe representative explained that you would not have qualified for a loan modification because you did not have enough surplus income under HUD guidelinesThe representative advised you that she was providing this information so that you could make an informed decision regarding whether to reapply for a loan modification You also claim that this representative advised you that you should not attempt a short saleAfter reviewing our call recordings, we respectfully disagree with this assertionWhen you asked the representative what would happen now that your modification was not approved, the representative stated that you could reinstate the loanIn response, you indicated that you did not have the funds to reinstate the loan and asked if any other options were availableThe specialist advised you that you could complete a short sale but cautioned that you might not have time to complete a short sale if a foreclosure sale was pendingThe specialist provided this disclaimer because a short sale offer that qualifies under HUD guidelines must be received at least thirty-seven days prior to a scheduled sale For more information about short sale offer requirements or to submit a valid short sale offer, we encourage you to contact our Short Sale DepartmentOur Short Sale Department can be reached via telephone at (888) 507-6489, Monday through Friday, 10:AM through 8:PM, Eastern Standard Time Next, the representative reviewed your account and determined that a foreclosure sale was scheduled for March 1, The representative advised you that she could not confirm whether the foreclosure sale was postponed and recommended that you could contact the foreclosure attorney to confirm that the sale was being postponedYou concluded the telephone call by indicating that you would contact the foreclosure attorney Finally, regarding your assertion that this representative was not courteous during this call, we respectfully disagreeWe did not find any indication that this representative raised her voice towards you or that she directed discourteous remarks towards you As of the date of this letter, the foreclosure remains on a loss mitigation holdOnce the hold is removed, the foreclosure attorney will schedule a new sale date and provide you with notice via U.SMailIf you would like to contact the foreclosure attorney to determine the status of the foreclosure, you may contact Maria Walker at Pendergast & AssociatesMsWalker can be reached at (770) 392-0303, Monday through Friday, 11:am through 5:pm, Eastern Standard Time The information contained in this letter is for informational purposes only and is not to be construed as an attempt to collect on a debt We trust that this communication addresses all of the concerns noted in your complaintCarrington Mortgage Services, LLC is committed to customer satisfaction and we look forward to resolving any concerns you may haveWe can be reached at (866) 874-Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, Usman Rana Customer Advocate CC Via U.SMail and Email: A [redacted] & [redacted] Bankruptcy@ [redacted] firm.com Enclosures: Note and Security Deed both dated August 26, Notice of Servicing Transfer dated August 12, Complete Package Acknowledgement Notice dated August 29, Incomplete Package Notice dated September 30, Non-Approval Notice dated November 3, Complete Package Notice dated February 2, Non-Approval Notice dated February 23,

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

May 17, [redacted] ** [redacted] RE: Complaint No: [redacted] Loan No.: [redacted] Borrowers: [redacted] and [redacted] Property Address: [redacted] Dear Mrand Mrs***, The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on April 28, CMS is committed to responsible lending and servicing and we would like to address any concerns you may have The following is our response to the issue(s) raised in the inquiry As we understand your complaint, you claim that your home was damaged by hail You go on to say that CMS has disbursed 2/of the initial insurance loss claim check, and an additional check for depreciation is to be issued by the insurance company when all the repairs are completed and billed You claim you are unable to complete the repairs to your home because CMS is refusing to disburse the final 1/of the claim funds, and also claim that CMS is forcing you to hire contractors to perform repairs that you can complete at less cost by yourself You indicate that the repairs need to be completed because one of your windows is leaking You also state that you have called CMS numerous times to discuss this matter Your desired resolution is for CMS to disburse the final 1/of the insurance proceeds so that you can finish the repairs to the property As a preliminary matter, please note that our Customer Advocate Department originally received a complaint from you on March 10, filed with the Consumer Financial Protection Bureau (“CFPB”) which raises the exact same issues as this current complaint Accordingly, CMS researched the loan and a response was sent via the CFPB portal on April 27, Please note that on this same date a copy of our response was also sent to you via regular mail For your ease of reference, attached hereto please find a copy of CMS’s response dated April 27, We regret that you were dissatisfied with our response to your complaint CMS is committed to the highest standards of customer satisfaction and professionalism, and we take all legitimate complaints regarding the conduct of our business very seriously Although we understand you are not pleased with the outcome, the complaint was investigated fairly and we believe it was resolved appropriately Nevertheless, as an expression of our commitment to the highest standards of customer satisfaction, we would like to take this opportunity to provide you with an update of the events that have taken place since our last response in this matter As indicated in our prior response dated April 27, 2017, the repairs to your property were showing 60% completed On May 1, you called SWBC and during this call the SWBC representative confirmed that a property inspection had been scheduled for May 2, 2017, and that SWBC had received the required bid and Wfrom the contractor (Gladys Arroyo of Gladeu’s Painting) The records show that the property inspection was completed as scheduled On May 4, 2017, CMS received the inspection report which showed the repairs to the property were 65% complete On or about May 10, 2017, an SWBC representative called Gladeu’s Painting and verified the bid to complete repairs was $3, During this call the contractor agreed to start the repairs with a payment in the amount of $1,550.00, and the balance of $1,due upon completion That same day, an SWBC representative called Mr [redacted] and informed him of the agreement with the contractor, and Mr [redacted] was very pleased with this arrangement Accordingly, on May 11, the check request in the amount of $1,was approved, and on May 12, check number was sent to you via UPS two (2) day air The SWBC representative called Mr [redacted] on May 12, to inform him that the check was forthcoming and also provided the tracking information Once again, Mr [redacted] expressed he was very pleased with the service by SWBC in this matter Based on the foregoing, we believe the record is clear that CMS complied with all applicable laws and regulations regarding the servicing of your loan and in accordance with the established Loss Draft policies and procedures Unfortunately, due to the delinquent status of your loan, CMS is unable to allow you to act as your own general contractor As always, please remember that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint Please be advised that CMS denies, generally and specifically, all claims and allegations of wrongdoing contained in your correspondence We again respectfully suggest that all of the concerns noted in the complaint have been fully addressed If you have any further questions, please contact the undersigned at ###-###-####, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling ###-###-#### Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at ###-###-#### or toll-free TDD ###-###-####, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at ###-###-#### -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 ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA COLORADO: For Colorado Residents: [redacted] ###-###-####

My mortgage was purchased from [redacted] on 12/02/ I did not receive a mortgage statement until 12/23/In order to have my bank (***) online bill paying system set up I needed to do it immediatelyThe Bank sends a check to Carrington and I must allow time for transitThe payment account was established with a 12/30/payment date (received by Carrington)It is now 01/04/- no application pf paymentI called customer service and got a runaround from the representativeI plan to refinance this loan & get rid of Carrington

On January 17th I faxed an Auto Draft Authorization Form over to Carrington Mortgage Services (Carrington)I faxed the Auto Draft Authorization Form (the form); properly filled out, with a voided check, and a cover letter containing my loan number, address, and contact information to the fax number provided by their over the phone customer service teamThere were no other alternatives to sending the form via fax or by mailAdditionally I was told by the phone customer service team that it would take up to days for the form to be processedI followed the process and did everything exactly as askedOn Mar 1, they withdrew my mortgage payment from the bank account I did not want them to withdraw fromAs I was not planning on this, the account became overdrawnI called, spoke with the escalation teamThey were able to provide me with an email address of a team manager to send the information to in PDF format They were unable to provide me with a solution, a time frame in wh

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 entirely resolve my complaint The summary of the telephone conversation provided by Mr [redacted] is not entirely accurate He states:In response, you indicated for the first time that you did not want to pay the $62.73, and instead demanded that CMS apply your current unapplied funds credit balance toward the December 1, mortgage payment and consider the payment satisfied.The matter of the $is NOT indicated "for the first time" It was clearly stated in the September, October, and November letters (see attachments), which Mr [redacted] admitted not having read when he called me I patiently explained to him that the $is interest that I am being charged for on the $8,that I never received as part of the $636,loan Also, in the original Revdex.com complaint, I clearly state:Acknowledge that the adjustment payment I submitted in October and the full payment in November are timely and correctThe "adjustment payment" is the $which already takes into account not paying for the $ So this is not being indicated "for the first time".Mr [redacted] understood my point and assured me that he would call me back the same day with a confirmation that all the terms would be taken care of He never called back! Regards, Dr [redacted]

December 10, [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Property Address: [redacted] Dear MrDavis: The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com received in our office via email on November 16, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you allege that while in the middle of applying for a Veteran’s Administration (“VA”) loan you received a notice that you were denied financingYou stated that you were advised by the CMS Loan Officer the notice of denial received was an error and to proceed with the home inspection and VA appraisalYou go on to allege that you attempted to contact CMS on several occasions; however were unable to get a replyYou also allege that CMS failed you as a customer and are at a loss for the cost of the home inspection in the amount of $and the cost of the VA appraisal in the amount $Your desired resolution is to be reimbursed a total of $1, On October 14, 2015, CMS received your completed application and disclosures to begin the purchase process On October 15, 2015, the appraisal was ordered and our records indicate the appraisal was completed on November 4, The same day the appraisal was completed, the above-referenced application for your loan was sent to processing On November 6, 2015, the application for your loan was submitted to Underwriting for review On November 10, 2015, your application was suspended by the Underwriter due to your debt-to-income ratio, lack of reserves, late payments on a mortgage within twelve months and your landlord experience was insufficient On November 12, 2015, CMS issued you a denial letter in connection with the above-referenced loanFor your ease of reference, enclosed is a copy of the denial letter issued to you for your review Our review has confirmed your loan application was a “No Cost Loan” so therefore nothing was paid upfront by youWe have also confirmed no other services were either required or performed in connection with your loan application, in fact we note the appraisal that was ordered on the property is in the process of being paid for by CMS With respect to your claim the VA Home Inspection was paid by you, we found no evidence an inspection report was ordered in our application system of recordHowever, if you have any supporting documentation to support the payment of the VA Home Inspection, we will be happy to further research your claimPlease note it will be necessary that you provide a copy of the VA Home Inspection Report and proof of payment Based on the foregoing, we found no evidence the loan officer notified you that your loan application was denied in the middle of your application as the denial notification was not issued to you until November 12, We also found no additional evidence in which there was any delay in processing your loan application or that you were required to pay for an appraisal or VA Home InspectionPlease note our records indicate the appraisal fee is in the process of being paid by the CMSWhile we regret your loan application was declined, based on our findings above, we respectfully decline your request for reimbursement of $1, We trust this communication addresses all of the concerns noted in your complaintIf you have further questions, please contact the undersigned at [redacted] , Monday through Friday from 8:AM to 5:PM, Pacific Time Sincerely, [redacted] 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 [I told them I did not want my home owners insurance to be escrowed because I do not trust them, however since it is paid it is too late at this pointI do not accept their apology nor do I accept that I must pay for months for their errorI also told them insurance was due on the 27th, not the 16th as they write in their letterI also did not speak to anyone from any insurance department on February I will continue to make my monthly payments and will pay the increase but I will be looking to refinance shortly and will be contacting a lawyerAll further communication with this company will be through certified mailThank you] Regards, [redacted]

The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint regarding the above-referenced loan received in our office via email onDecember 3, CMS is committed to responsible lending and servicing and we would like toaddress any concerns you may haveThe following is our response to the issue(s) raised in theinquiry.As you are aware, the servicing of this Federal Housing Administration ("FHA") insured loanwas transferred from JPMorgan Chase Bank N.A("JPMC") to CMS on or about December 3,Attached for your ease of reference is a copy of the December 4, Notice of ServiceTransfer ("Hello Letter") sent to you by CMS that notified you of the service transfer.At the time of the service transfer your loan was contractually current and showing due for theDecember 1, payment in the amount of $2,A review of your loan payment historyshows that on December 30, 2013, CMS received and applied your December 1, payment.Because CMS did not receive a payment from you in the month of January 2014, CMS begandiligent attempts to contact youRegretfully, you failed to return the numerous telephone callattempts that CMS made to speak with you.Because your January 1, payment became more than thirty days delinquent, CMS issuedyou the attached mortgage assistance communication informing you of the no-cost lossmitigation programs that may be available to assist you in avoiding foreclosure on February 5,On February 15, 2014, CMS received and applied your January 1, payment and onMarch 31, 2014, CMS received and applied your February 1, paymentCMS then receivedfunds on May 14,which were applied to the March 1, mortgage payment.On June 6, 2014, CMS issued the attached Notice of Intent to Foreclose ("NOI")This noticeexplained to you that your loan was in default for the non-payment of the April 1, 2014contractual payment and provided you with the amount of $8,as the amount required tocure the loan delinquencyThis letter also notified you that failure to cure the delinquencywithin thirty days may result in acceleration of the sums secured by the Mortgage and in the saleof the propertyAlthough CMS continued numerous attempts to contact you, CMS continued toreceive no response.On June 14, 2014, CMS received and applied your April 1, mortgage paymentDue to thecontinuing delinquency, CMS issued you a second NOI on June 26, This second NOInotified you that your loan was in default for the non-payment of the May 1, contractualpayment and provided you with the amount of $6,as the amount required to cure the loandelinquencyThis letter also reminded you that failure to cure the delinquency within thirty daysmay result in acceleration of the sums secured by the Mortgage and in the sale of the property.CMS continued consistent attempts to contact you over the following months; however, each ofthe telephone contact attempts still resulted in no contact from youOn July 18, 2014, and onAugust 18, CMS received funds from you that were appropriately applied to the May 1,and June 1, mortgage payments.On October 6, 2014, CMS received funds in the amount of$2,, dated September 29,2014,via check number At the time of receipt, your loan was severely delinquent and showingdue for the July 1, mortgage paymentUpon receipt of these funds, CMS reviewed yourloan and confumed that you did not contact CMS to make payment arrangements to make onlyone of the past due paymentsBecause CMS is under no obligation to accept one paymentwithout arrangements to bring the loan contractually current, these funds were returned to you onOctober 6, 2014.Included with the returned payment was a notice sent to you by CMS that informed you thatCMS was returning your payments because CMS required you to pay the total amount necessaryto bring the loan contractually currentIn addition, CMS informed you that the total amount duemust be sent to CMS via certified funds and provided you with multiple avenues to remitcertified funds to CMS including Western Union Quick Collect, Money Order, or Cashier'sCheck.Although CMS unsuccessfully attempted to contact you for more than ten months, you finallyreturned CMS's contact attempts on October 14, During this phone conversation, youinquired as to why CMS recently returned your paymentThe CMS representative informed youthat, due to the fact that multiple payments were delinquent at that time, CMS would not acceptsingle payments without arrangements to bring the account currentYou went on to explain thatunexpected home repairs led to the default of your loanBecause you notified CMS that youintended to retain the property, the CMS representative sent you a blank Home AffordableModification Program ("HAMP") application that same day.On October 20, 2014, you contacted CMS and inquired whether CMS would accept one paymentfrom you at that timeYou explained to the CMS representative that at the time you received theOctober 6, letter that notified you to send payments to CMS via certified funds, you hadalready mailed the payment to CMSThe CMS representative informed you that the paymentwould not be posted as the total amount due to bring the loan current was required by CMS atthat timeThe representative also notified you of the available loss mitigation programsdesigned to assist you in avoiding foreclosure such as a repayment plan or a loan modification.On October 21, 2014, CMS received certified funds in the amount of $2,705.91, dated October15, 2014, via check number Because the funds did not represent the total amount due,these funds were returned to you the same dayOn October 27, 2014, you contacted CMS andstated that you would be calling CMS on October 31,to remit two payments to CMSTheCMS representative informed you that CMS would accept no less than three of the fourpayments that were due at that time.On October 28, 2014, CMS spoke with you and discussed the fact that CMS previously returnedtwo payments to youYou explained that you fell behind on your mortgage payments due tohaving to pay for major home repairsYou explained that you were waiting for the loanmodification package that was sent to you on October 14, In another effort to assist you,the CMS representative requested a new blank HAMP loan modification application which wasmailed to you on October 30, 2014.On November 5, 2014, you contacted CMS and explained that when you previously sent in onepayment, CMS returned the payment to youYou informed the CMS representative that youwere able to send two payments to CMS at that timeThe CMS representative informed you thatyour loan was in default of the July 1, payment and that CMS would only accept four of thefive payments that were due at the time as the loan was not in foreclosureYou notified theCMS representative that you were unable to make the required four payments.The CMS representative then inquired whether you received the two HAMP applications thatwere sent to you in October and encouraged you to complete and return the HAMP application toCMS at your earliest convenienceYou explained that you did not want to complete the HAMPapplicationWhen the CMS representative informed you of the other options to bring your loancurrent, such as a repayment plan, you declined this option and stated that you wanted CMS toaccept two of the five payments that were due.Due to the ongoing delinquency, the subject loan was reviewed and approved for foreclosureeffective November 20, The loan was contractually delinquent and due for the July 1,payment at the time of the foreclosure referral.That same day, you contacted CMS and informed the representative that you currently had twoof the five payments that were due at that timeYou explained that you were able to secure anadditional two payments and would be able to send a total of four payments to CMS once thefunds were made available to you by your financial institutionIt is important to note thatbecause the loan had been referred to foreclosure earlier that day, CMS would be unable toaccept less than the total amount due to reinstate the loan from foreclosure.On November 26, 2014, you contacted CMS and requested that the CMS representative accept aphone payment for four of the five payments that were due at that timeThe CMS representativeinformed you that CMS would be unable to accept a phone payment in excess of $10,dueto the fact that your loan was referred to foreclosureThe CMS representative informed you thatin order to review your Joan for a re-payment plan, your investor requires that you remit arequest for mortgage assistance to CMSYou agreed to complete and return your request formortgage assistance to CMS in the near future.On December 9, 2014, CMS received your initial loan modification application for considerationunder HAMPAs required, CMS placed the foreclosure process on holdA preliminary reviewof your application found that your application was completeAccordingly, CMS issued theattached Initial Package Acknowledgement - Complete Notification on December 10, OnDecember 15, 2014, you contacted CMS and requested that the CMS representative provide youwith the status of your loan modification requestThe CMS representative informed you thatCMS received your completed application which was under reviewThe CMS representativeexplained that CMS would notify you if any additional information was required from youAsof the date of this letter, CMS is moving forward with the review of your application and ispending receipt of your federal tax transcripts and property title report.Based on the foregoing, we believe the record is clear that CMS has properly serviced your loanand appropriately returned payments to you after you sent less than the full amount required tobring your loan currentIt is also clear that while CMS immediately began attempts to offer youmortgage assistance as far back as February 5, 2014, CMS was not in receipt of your mortgageassistance application until December 9, Should you wish to further discuss the pendingloan modification review, we encourage you to contact the Home Retention Department at (866)874-for further assistance.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at ###-###-####, Monday throughFriday, 8:00AM to 5:00PM, Pacific TimeSincerely, [redacted] Customer Advocate

The [redacted] complaint has been resolved, greatly appreciate your assistance with this matter [redacted]

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

My husband and I currently have a mortgage loan with Carrington Mortgage Services - loan # [redacted] formerly under [redacted] My husband had filed Chapter bankruptcy a few years back where the mortgage payments were being made by the Trustee As of July the bankruptcy was discharged - we were then provided a letter stating we were to start August 1st, to make our first payment & thereafterWe have paid our August payment on August 1st, and our September payment on September 8th, In the process of this I monitor my credit report and couldn't understand why it reflects days past due In contacting Carrington Mortgage Service - my husband was questioning the delinquency where he was responded to by a very rude and condescending representativeThe call was transferred - we then spoke with another representative to be advised we were delinquent for our August payment and if there evidence there is an error to fax our proof to [redacted] where

March 3, ORIGINAL RESPONSE SENT VIA REGULAR MAIL [redacted] , [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Property Address: [redacted] ***, [redacted] , [redacted] Dear Mr ***: 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 17, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As we understand the complaint, you allege that CMS’s online payment website limits your ability to process your monthly mortgage payments and recurrently rejects your account passwordConsequently, you state that you are unable to make your monthly mortgage payments before the due date resulting in late fees assessed to your accountAlso, you go on to say that your monthly mortgage payment amount increased and that you were not provided with an explanation or reason for the increaseLastly, you also claim that despite numerous phone calls to CMS, all of the representatives have been unable to assist you with your online account and have been unprofessional and uncooperativeAs a result, your desired resolution is for CMS to activate your online account, remove any late fees that may have been assessed to your loan, correct your credit report with the credit reporting agencies, and provide you with an explanation in regard to the mortgage payment amount increase As a preliminary matter, we would like to take this opportunity to remind you that all mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the monthIf 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 accountAlso, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquentConsequently, we strongly encourage you to remit your monthly mortgage payments to CMS on or before the due date to prevent any late fees or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage payment In regard to your CMS online payment account, our records confirm that your account is active and unblockedIn other words, we find no evidence as to why you would be unable to access your online account and submit a mortgage paymentAs a suggestion, please make certain that you are using a personal computer when accessing your online payment account and making a mortgage paymentIf you are using a public computer, such as a computer in the local public library, the network system security features may be restricting your ability to make a mortgage payment in an effort to protect your confidential and private informationIf, however, you are using a personal computer and need assistance resetting your account password, please contact our Customer Service Department directly at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern Time Furthermore, please know that CMS does offer several convenient payment optionsFor a complete list of all available payment options and applicable fees (if any), please visit our website at [redacted] With respect to your allegations regarding unexpected payment increases, our records indicate that on May 27, CMS analyzed your escrow account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”)For your reference, attached hereto as Exhibit “A” please find a copy of the May 27, AEADSThe purpose of the May 27, AEADS was to advise you of your projected escrow activity for your escrow cycle beginning August 1, and ending July 31, More specifically, the AEADS projected that your yearly special taxes would be $616.00, your yearly school taxes would be $797.25, your yearly county taxes would be $579.70, your yearly FHA insurance premium would be $481.92, and that your yearly homeowners insurance premium would be $Correspondingly, the total disbursements for your escrow cycle beginning August 1, and ending July 31, were calculated to be $3,443.87, which if spread over a twelve (12) month period is equal to approximately $every month Please note that a mortgage servicer is permitted by law to collect an escrow cushionAn escrow cushion is a minimum amount of money held in the borrower’s escrow account to prevent the escrow balance from being overdrawnThe reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow accountBecause escrow items remain the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds Specifically, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two (2) months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve (12) months, unless state law allows for a lesser amountAdditionally, when the escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be the 1/6th escrow cushion amountIf you want to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.SDepartment of Housing and Urban Development website at www.hud.gov Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning August 1, and ending July 31, Please note that CMS will only collect 1/6th of your total projected escrow disbursement for your yearly special taxes, your yearly school taxes, your yearly county taxes, and your yearly homeowners insurance premiumCMS does not include the disbursement for your yearly FHA insurance premium in the collection of the 1/6th monthly escrow cushion amountCorrespondingly, the total escrow cushion that CMS may collect is $493.64, which represents approximately two (2) months of escrow payments Based on the calculations from the May 27, AEADS, your low point escrow balance was -$As a result, in order to reach a low point escrow balance of $493.64, the allowed 1/6th escrow cushion, CMS needs to collect an escrow shortage in the total amount of $1,Please note that the escrow shortage will be collected over a twelve (12) month period starting with your August 1, paymentResultantly, that is the reason why your overall monthly mortgage payment increased by $105.53, from $to $1, Additionally, if you cannot afford your new monthly mortgage payment or you are experiencing a financial hardship, please know that CMS does offer various mortgage assistance programsIf you would like to explore the mortgage assistance opportunities that may be available to you, we encourage you to visit our website at [redacted] or call our Home Retention Department to speak with a representative at [redacted] , Monday through Friday, from 7:00AM to 5:00PM, Pacific Time As of the date of this correspondence, your payment history reflects that your account is paid through February and next due for the March 1, mortgage payment in the amount of $1,If you want to review your payment history and account balances, we encourage you to log in to your CMS online account by visiting [redacted] Based on the foregoing investigation and review of your account, we find no evidence of wrongdoing on CMS’s behalfAdditionally, our records are clear that all of the CMS representatives you have spoken with have been cooperative, professional, and willing to assist you with your online accountWhile we understand your frustration with your prior unsuccessful attempts to log in to your CMS online payment account, we are unable to find any indication that your online account is blocked or inactiveAs a result, CMS respectfully denies your request to waive any late fees assessed to your account since our records indicate that the late fees were assessed correctly and pursuant to the terms of your loan documentsMoreover, CMS submits that the collection of the escrow cushion is permitted by law and common within the mortgage industryTherefore, CMS will continue to comply with federal law and collect the allowable escrow cushionFurthermore, please know that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to your account status and payment historyCorrespondingly, we also submit that all of the information reported to the credit reporting agencies is correct and properly reflects your account status and payment history In closing, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at [redacted] -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***, [redacted] *** 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] ***, [redacted] ***, [redacted] ***A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT [redacted]

September 17, [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Property Address: [redacted] Dear Mr [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office electronically via email on September 1, CMS is committed to responsible lending and servicing and we would like to address your current concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you allege that due to inaccurate records the billing statements you received were incorrectYou also allege that when you contacted CMS, the CMS representative wanted to charge you a late fee as well as a [redacted] check by phone processing feeYou also cite that our loan servicing website was unavailable requiring you to make a payment via telephone for an additional feeYou also claim that on several occasions you requested to speak with a manager but failed to receive a return callYour desired resolution is an improved billing notification process along with better availability of the CMS online payment systemYou are also requesting the removal of any fees associated with making your payment and correcting any late payments reported to the credit agencies We have completed a review of your loan and find the billing statements generated on May 18, 2015, June 15, 2015, July 18, 2015, August 18, and September 1, are accurate and reflected the correct Amount DueBelow is a detailed response in connection with the billing statements issued to you On May 18, 2015, our records indicate a billing statement was automatically generated on your loan as the May 1, payment was not received in our officeThe billing statement reflected a payment due date of June 1, for a total amount due of $1,The amount due under the Explanation of Amount Due lists the regular monthly June 1, payment of $along with the past due May 1, payment of $and the late charge of $assessed to your loan on May 17, For your ease of referenced I have included a copy of the billing statement generated on May 18, for your review On June 15, 2015, our records indicate an online payment in the amount of $was received and applied to your loan as follows: $to principal, $to interest and $to escrowThe billing statement generated the same day clearly reflects receipt of the May 1, mortgage payment of $which was applied to the loan on May 27, The May 1, mortgage payment of $was applied to your loan as follows: $to principal, $to interest, $to escrow and $to late chargeThe billing statement generated on June 15, showed a next payment due date of July 1, with an Amount Due of $For your ease of reference I have included the billing statement from June 15, for your review On July 18, 2015, our records reflect a billing statement was automatically generated as the July 1, payment had not been received in our officeThe billing statement generated indicated a next payment due date of August 1, for a total amount due of $1,Under the Explanation of Amount Due the August 1, payment due was $along with the past due July 1, 2015, mortgage payment of $and outstanding late charge of $The amount due on the billing statement of $1,dated July 18, was accurate as the July 1, payment was not received and the next payment due was August 1, For your ease of reference I have included the billing statement from July 18, for your review On August 18, 2015, our records indicate you made an online payment of $at which time the July 1, payment of $was received and applied to your loan as follows: $to principal, $to interest, $to escrow and the remaining balance of $was placed in suspense as the remaining funds were not sufficient to cover the August 1, paymentThe September 1, billing statement was generated the same day and indicated the September 1, payment due of $621.71, which included an additional $under “Other”The amount in “Other” represents an increase of the scheduled monthly escrow payment in the amount of $and the monthly escrow shortage amount of $which was added to your payment when the loan was analyzed on July 24, The overdue payment listed represents the August 1, payment of $and two late fees in the amount of $eachThe amount due on the billing statement totaling $1,was accurate as the August 1, payment was not received and the next payment due was the September 1, paymentFor your ease of reference I have included the billing statement from August 18, for your review On September 1, 2015, our records indicate you spoke with our Customer Service Department as you were unable to cure the delinquent balance owed totaling $1,It was during this conversation that you clearly advised CMS that you would be making the August 1, payment and the late fee and that you would be making the September 1, payment on September 4, Accordingly, you scheduled a check by phone payment in the amount of $with the Customer Service RepresentativeThe funds from the suspense account of $were reversed and applied towards the August 1, payment of $with the remaining balance of $being placed into suspenseA breakdown of the funds applied to your loan is as follows: $to principal, $to interest, $to escrow and the remaining balance of $was placed in suspenseThe same day a billing statement was generated which indicated the next payment due of $for the October 1, payment as well as the overdue payment for September 1, of $It is important to note that since the billing statement for September 1, had been generated on August 18, the next payment due date on our system advanced to October 1, The billing statement generated provided the next payment due of $for October 1, and the past due balance of $as you were still due for the September 1, payment and two outstanding late chargesThe amount due of $1,provided on the billing statement was accurate and attached for your ease of reference is a copy of the billing statement for your review On September 3, 2015, our records indicate you scheduled an online web payment for $The amount was received and applied to your loan as follows: $to principal, $to interest, $to escrow, $as an additional principal reduction and a $property inspection feePlease note the property inspection billed to your loan was valid and was completed on August 13, as CMS failed to receive the July 1, payment until August 18, The thirty (30) day delinquencies reported to the three major credit agencies ( [redacted] , [redacted] and [redacted] ) in connection with the July and August payments are accurate, as payments were received after the month in which they were due Lastly, with regards to your claims that you failed to receive a return call back from a CMS Manager, an investigation concerning your allegations will be conducted by CMS and CMS will take whatever action necessary in light of our findingsAgain, we sincerely apologize for any lack of communication that may have occurred In closing, our review of your loan indicates that all statements provided to you were accurate and the payments received from May through September were applied to your loan as of the date they were receivedOur records also show there were no check by phone fees assessed or billed to your loan as four of the five payments were processed using our website’s online payment systemIn addition, we were unable to locate any issues with the CMS Loan Servicing Website where the online payment option was not available to youThe online payment option is free of charge to all CMS borrowersPlease also note, the payment secured on September 1, with our Customer Service Representative was taken free of charge and there were no additional fee assessed to your loan We trust this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:AM to 5:PM, Pacific Time Sincerely, [redacted] CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

August 7, [redacted] ** [redacted] RE: Case No: [redacted] Loan No.: [redacted] Property Address: [redacted] ** [redacted] Dear Mrand Mrs [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 16, CMS is committed to responsible lending and servicing and we would like to address any concerns you may have The following is our response to the issue(s) raised in the inquiry As we understand your complaint, you claim that CMS increased your monthly payment due to an escrow cushion that you do not agree with You go on to say that you spoke to CMS about your concerns and also requested the cushion be removed; however, your request was declined Lastly, you indicate that this increase is causing you a financial hardship At the outset, please note that the servicing of this Federal Housing Administration (“***”) insured loan was transferred from [redacted] (“***”) to CMS on or about April 2, At the time of the service transfer your loan was contractually due for the April 1, payment While CMS began servicing the loan on April 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date Upon review, our records show that the payment change effective with the August 1, payment was a result of a recent Escrow Analysis that was completed on May 27, That same day CMS sent you an Annual Escrow Account Disclosure Statement (“AEADS”) A copy is attached for your ease of reference The purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning August 1, and ending July 31, More specifically, the AEADS projected that your yearly county taxes would be $2,723.36, your yearly homeowners insurance premium would be $451.00, and your [redacted] insurance premium would be $2,Correspondingly, your total disbursements for your escrow cycle beginning August 1, and ending July 31, were calculated to be $5,The total projected escrow advances divided by twelve (12) equals $per month and represents the required escrow payment beginning August 1, In addition, please note that a mortgage servicer is permitted by law to collect an escrow cushionAn escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawnThe reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow accountBecause escrow items remain the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available fundsSpecifically, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th of the total annual projected escrow disbursements made during an escrow cycleAdditionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amountIf you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.SDepartment of Housing and Urban Development website at [redacted] In light of the above, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning August 1, and ending July 31, The total escrow cushion that CMS may collect is $ It is important to note that the 1/6th calculation does not include any [redacted] insurance portion for this purpose Please also refer to the next section of the AEADS, below the Projected Escrow Activity from August 1, through June 31, and note the projected low point balance of -$for March Looking at the next column for the same date under “Required”, please note that the low point balance should be $(1/6th cushion) As such, CMS is collecting the -$shortage and the $required low point balance, which added together, equals $1, This escrow shortage is being collected over a twelve (12) month period starting with your August 1, payment in the amount of $ The following is a summary of the total payment amount beginning July 1, Principal and Interest Payment $1, Escrow Payment $ Escrow Shortage $ Total: $1, Your previous payment in the amount of $1,included a principal and interest payment in the amount of $1,and an escrow payment in the amount of $ Based on the current projected escrow advances of $5,and the required 1/6th cushion for the escrow account, your prior escrow payment would be insufficient and would result in an escrow shortage Based on the foregoing, we conclude that the annual escrow analysis and payment adjustment were completed in accordance with the established loan servicing policy and procedure for this [redacted] insured loan It is important to note that the annual escrow analysis is required by law, and payment adjustments may be required from time to time to ensure proper accounting of escrow funds and also to insure sufficient funds for projected advances for the payment of taxes and insurance Nevertheless, solely as an expression of our commitment to the highest standards of customer satisfaction, on July 21, CMS agreed to spread the escrow shortage of $1,over twenty-four (24) months which reduced your payment from $1,to $1,beginning August 1, Attached is a copy of the updated AEADS for your ease of reference Please note that the total disbursements for your escrow cycle beginning August 1, and ending July 31, changed from $5,to $5,due to a reduction in your [redacted] insurance premium from $2,to 2, This change also affected the escrow shortage amount resulting in a reduction from $1,to $1,The total projected escrow advances of $5,divided by twelve (12) equals $per month and represents the required escrow payment beginning August 1, The following is a summary of the total payment amount beginning August 1, Principal and Interest Payment $1, Escrow Payment $ Escrow Shortage $ Total: $1, We trust that this communication addresses all of the concerns noted in the complaint If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at [redacted] -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern 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]

July 24, [redacted] ** [redacted] RE: Complaint ID No.: [redacted] Loan No.: [redacted] Dear Mrand Mrs***: The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 2, CMS is committed to responsible lending and servicing and we would like to address any concerns you may have The following is our response to the issue(s) raised in the inquiry As we understand the complaint, you claim that your loan was transferred to CMS months ago and in June you received notification from your insurance company that your homeowner’s insurance premium had not been paid and your coverage was at risk of being cancelled You go on to say that on June 18, you contacted CMS and your insurance company in an effort to resolve this matter and were informed by CMS that while the insurance premium had been paid, it had been sent to the wrong address and your concerns would be further researched After three (3) weeks, however, nothing has been resolved and you remain uninsured and express concerns and dissatisfaction with CMS over this matter At the outset, please note that the servicing of this loan was transferred from [redacted] (“***”) to CMS on or about April 2, Attached for your ease of reference is a copy of the April 6, Notice of Service Transfer (“Hello Letter”) sent to you by CMS that notified you of the service transfer At the time of the service transfer your loan was showing contractually due for the April 1, payment Upon further review, our records show that after the service transfer our insurance vendor, [redacted] (“***”) verified your homeowner’s insurance policy renewal due date and the amount due Subsequently, your escrow account was set up to include homeowner’s insurance due on May 15, in the amount of $2, On April 22, 2015, the insurance renewal payment was disbursed to your homeowner’s insurance company On June 17, 2015, you called CMS and during this call you explained that you had received notification that your homeowner’s insurance premium due on May 15, had not been received by your insurance company and therefore the policy was in the process of being canceled The CMS representative informed you that the insurance premium had been disbursed on April 22, 2015; however, we are able to confirm that the representative did notify you that CMS had sent the renew premium to the wrong address The CMS representative informed you during the call that the oversight would be corrected and a new check would be sent to the correct address That same day, [redacted] contacted your insurance agent and explained the inadvertent error and a stop payment was placed on the payment disbursed on April 22, On June 30, the stop payment was completed and on July 2, a replacement check was requested Due to the holiday weekend, the check was not issued until July 7, Subsequently, the check was sent to your insurance company via overnight mail in the amount of $2, CMS confirmed receipt of the payment by your insurance company on July 9, and also confirmed that your policy had been renewed without lapse of coverage In addition, CMS also insured that the stop payment check funds were credited back to you escrow account Subsequently, on July 22, CMS completed an updated escrow analysis which resulted in a payment reduction from $1,to $1,beginning with the August 1, payment A copy of this analysis is attached for ease of reference Based on the foregoing, we acknowledge that CMS missed opportunities to provide you with a more timely response to your concerns regarding the missing payment for your homeowner’s insurance due to the inadvertent error with the mailing address We would like to take this opportunity not only to express our sincerely apologies for any inconvenience that you have experienced, but also to express our gratitude for bringing this matter to CMS’s attention CMS is always looking for ways to improve service levels and further demonstrate our commitment to compliance, and the borrowers’ feedback is important us We trust that this communication addresses all of the concerns noted in the complaint If you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] CC: Revdex.com Texas: Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, [redacted] *** A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT [redacted] -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at [redacted] -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

Please find the attached response and supporting documentsDear Ms***:The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on November 24, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the complaint.As we understand your complaint, you state that due to an illness you fell behind on your mortgage paymentsIn your complaint you state that you requested CMS to provide a copy of the Notice of Intent to Foreclose issued on your loanYou go on to explain that once you receive this document you will be able to request a hardship withdrawal from your 401K retirement accountMoreover, you expressed frustration at having previously requested this information from CMS without successLastly, you state that CMS had failed to provide you a timeframe regarding the completion of the foreclosure.At the outset, please note that CMS acquired the servicing rights to this loan from [redacted] (“***”) on or about April 2, CMS sent you the attached notice of transfer of servicing rights on April 9, advising you of this transferAt the time of the service transfer your loan was contractually current and next due for the April 1, mortgage payment in the amount of $This payment consisted of a fixed principal and interest payment in the amount of $and a monthly escrow collection in the amount of $224.51A review of our records confirmed that on May 6, CMS received a payment in the amount of $901.11, which was applied to the April 1, paymentLater, on May 30, CMS received a payment in the amount of $901.11, which was applied to the May 1, payment.Because CMS failed to receive the payments due on June 1, and July 1, 2015, on July 7, 2015, CMS issued you the attached Notice of Intent to Foreclose (“NOI”)This notice explained that the loan was in default for the nonpayment of the June 1, payment in the amount of $and the July 1, payment in the amount of $for a total amount due of $1,to cure the delinquencyThis letter also notified you that failure to cure the delinquency within thirty (30) days from the date of the letter could result in the acceleration of the sums secured by the Mortgage and in the sale of the property.On July 8, CMS received a payment in the amount of $1,827.00, of which the amount of $was applied to the June 1, payment, $was applied to the July 1, payment, and the remainder, $0.91, was applied towards the principal balance.On August 18, 2015, CMS sent you a No Payment Letter (“NPL”) which confirmed that CMS had not received your August 1, payment in the amount of $and that a late charge was assessed in the amount of $as of August 17, The total amount due was $Enclosed please find a copy of the NPL for your ease of reference.On August 25, 2015, CMS sent you a Natural Disaster Declaration Letter (“NDDL’’) which confirmed that our office was notified by the Federal Emergency Management Agency (“FEMA”) that your zip code where your property is located was impacted by a natural disasterAs a result, CMS did not assess any late fees, perform any negative credit reporting, or issue an NOI during the disaster declaration periodEnclosed please find a copy of the NDDL for your ease of reference.On September 15, you spoke with our Customer Service Department which advised you of the total amount due in the amount of $1,During this conversation you explained that you had experienced a hardship which caused you to fall behind on your paymentsIn an effort to assist you the CMS representative reviewed the loss mitigation options on your loan with youFurther, the CMS representative offered to obtain updated information regarding your financial circumstances to better assess what loss mitigation options were available to you; however, you declined to provide the information.Moreover, during this conversation you stated that you needed a copy of the NOI for the purposes of requesting a hardship withdrawal from your 401K retirement accountThe CMS representative proceeded to state that an NOI would be automatically generated for the month of August due to the delinquency on your loanRegrettably, the representative failed to realize that, due to your property being in a NDDL, an NOI would not be generated for the month of August CMS would like to apologize for any miscommunication that may have occurredThe CMS representative did, however, mail you a request for mortgage assistance application.On October 19, 2015, you again spoke with the CMS Customer Service Department to request a letter which would confirm the status of your loanYou also inquired as to the status of the foreclosure action on your loanThe representative explained that your loan was not in a foreclosure status.The CMS representative did confirm that CMS could provide a letter to you which would confirm the account status of your loan and provide a total amount due to bring the loan currentThe CMS representative then opened a research investigation task on behalf of the Customer Research Department to prepare the aforesaid letter.On October 23, CMS mailed you a letter which generally confirmed the delinquent status of your loan and provided a total amount due to bring the loan current in the amount of $2,885.91, which consisted of your August 1, through October 1, mortgage payments in the amount of $2,and late charges in the amount of $1,10.97.On November 13, 2015, our servicing notes indicate that CMS ordered a new NOI be issued on your loanThe NOI was generated on November 17, and mailed to you on or about November 20, 2015.On November 18, you spoke with the Customer Service Department and again explained the medical hardship you had experiencedYou again stated that you were attempting to access funds from your 401k retirement account and needed a copy of the NOIThe CMS representative explained that the NOI had been ordered on November 13, The representative also advised you that the mortgage assistance packet could also be accessed through the CMS Loan Servicing Website (“LSW’’), and explained the loss mitigation options available to you.On November 20, you spoke with CMS and stated that you had completed you mortgage assistance application and uploaded to the LSWYou also inquired regarding the NOI and again explained that you needed a copy of the NOI to complete the process of accessing funds from your 401k retirement accountThe representative explained that the NOI had been mailed that dayYou stated that CMS had previously advised you that this notice had been sent to you on November 13, 2015, and explained that you had recorded the last telephone conversation which confirmed this informationYou then requested to speak with a supervisor, but our notes indicate that a supervisor was unavailable to take your callWhile CMS sincerely regrets that a Supervisor was unavailable to take your call at the exact moment that you requested to speak to a Supervisor, the CMS representative did transfer your call to a CMS supervisor’s voicemail upon your request.On November 23, CMS received your loan modification application for consideration under the Home Affordable Modification Program (“HAMP")On this same day you spoke with the Customer Service Department and informed them that you had uploaded the mortgage assistance documents to the LSW and sent them to CMS via regular mailThe CMS representative then reviewed your submission to determine what if any information was missing from the initial packet.You stated you would mail and upload the requested documents into the LSWYou requested that the CMS representative fax you a copy of the October 23, letter to [redacted] The CMS representative explained they would have this letter faxed to you within twenty four (24) to forty eight (48) hours.On November 24, a CMS representative called you to confirm that a copy of the October 23, had been faxed to [redacted] Later on this same day, you called CMS and stated that you would be sending certified funds in the amount of $3,via overnight delivery.On November 24, CMS issued you an Incomplete Package Acknowledgment Notice (“IPAN”) which confirmed that CMS was in receipt of your mortgage assistance application, but that your application was incompleteAdditionally, our records indicate that the IPAN advised you to submit the missing information on or before December 24, For your ease of reference, enclosed please find a copy of the IPAN.On this same date, CMS received the additional documents and confirmed the hardship application was completeYour application was then sent to the Underwriting Department on December 2, for further consideration.Later on this same day CMS received funds in the amount of $3,847.88, which were applied to the August 1, payment in the amount of $924.98, the September 1, payment in the amount of $924.98, the October 1, payment in the amount of $924.98, the November 1, payment in the amount of $924.98, and late charges in the amount of $147.96.As of the date of this letter your loan is due for the December 1, payment in the amount of $For your ease of reference, attached please find a payment history.On December 8, the Underwriting Department issued a new Incomplete Package Notice (“IPN”) advising you of missing information that needed to be submitted on or before January 7, The IPN specifically requested for you to submit an updated disability award letter or additional paystubsShould you have any questions regarding your request for mortgage assistance, we encouraged you to contact our office at [redacted] .Lastly, please note that your our records do not indicate that your loan was ever in a foreclosure statusPlease know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted] .We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Pacific TimeSincerely, [redacted] ***Customer Advocate

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

October 20, ORIGINAL RESPONSE SENT VIA REGULAR MAIL [redacted] RE: Loan No.: [redacted] Property Address: [redacted] ***, [redacted] Borrower: [redacted] * [redacted] Case No.: [redacted] Dear Ms***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on October 2, CMS is committed to responsible lending and servicing and we would like to address any concerns you may have The following is our response to the issue(s) raised in the inquiry As we understand your complaint, you state that you have not been receiving monthly statements and therefore you are unable to confirm whether CMS properly applied payments you have made to the principal balanceConsequently, your desired resolution is to start receiving monthly statements and for CMS to confirm that the additional payments you made toward principal were properly applied At the outset, please note that the servicing of this loan was transferred from [redacted] ”) to CMS on April 2, On April 6, 2015, CMS issued a Notice of Servicing Transfer (“Hello Letter”) The Hello Letter provided you with the new loan number as well as contact information for CMSAttached hereto as Exhibit “A” please find a copy of the CMS Hello Letter As a preliminary matter, our records indicate that you filed a Chapter Voluntary Petition on March 20, 2012, case number 12-12047-aih, in the U.SBankruptcy Court for the Northern District of Ohio (Cleveland) and were discharged from personal liability on the mortgage debt on June 28, Since you have been discharged from personal liability on the mortgage debt because of bankruptcy proceedings and have not reaffirmed the mortgage, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan As a result of the bankruptcy filing and subsequent discharge, CMS ceased any and all attempts to collect a debt in order to comply with any relevant automatic stay and/or bankruptcy discharge orderCMS policy prohibits sending monthly statements to all borrowers that are the subject of an active bankruptcy or a discharged bankruptcy except upon requestThe purpose of this policy is to protect CMS’s customers and to prevent any implication or misinterpretation that CMS may be attempting to collect a debt in violation of the automatic stay in bankruptcy or to collect a debt that has been discharged in bankruptcy Our records indicate that CMS’s Bankruptcy Department received a written request from you to receive monthly statements on February 27, 2017; however, this request was not signed by you as required by CMS policyOn May 16, 2017, CMS received a signed written request from you to receive monthly statements and processed it that same dayCorrespondingly, a monthly statement was sent to you on May 16, and again on June 9, Attached hereto as Exhibit “B” please find a copy of the aforementioned monthly statements We would like to take this opportunity to note that when we received notice of your order of discharge in June 2017, our loan servicing system overrode your prior request to receive statements and stopped generating monthly statementsThis action was taken by the system as part of our policy to not send any monthly statements to borrowers that have received a discharge in bankruptcy On October 12, 2017, as part of our investigation, CMS identified this system override and corrected it on the loanThat same day, CMS reactivated your monthly statement request, generated a monthly statement, and sent it to your attentionMoving forward, CMS will continue to generate and send monthly statements to your attention unless you instruct us in a signed writing to cease doing soAttached hereto as Exhibit “C” please find a copy of the monthly statement that was generated and sent to your attention on October 12, CMS would like to sincerely apologize for any inconvenience this system generated override may have caused you With regard to the mortgage payments received and applied to the account for the last six (6) months, below please find a breakdown of all payments received and applied to the account The April 1, mortgage payment was applied to the loan on April 5, in the amount of $1, The May 1, mortgage payment was applied to the loan on May 10, in the amount of $1, The June 1, mortgage payment was applied to the loan on June 9, in the amount of $1, The July 1, mortgage payment was applied to the loan on July 10, in the amount of $1,and the remainder, $60.62, was applied to the principal balance The August 1, mortgage payment was applied to the loan on August 8, in the amount of $1,and the remainder, $60.62, was applied to the principal balance The September 1, mortgage payment was applied to the loan on September 7, in the amount of $1,and the remainder, $59.53, was applied to the principal balance Most recently, the October 1, mortgage payment was applied to the loan on October 10, in the amount of $1,and the remainder, $59.53, was applied to the principal balance As of the date of this letter, the next scheduled payment will become due on November 1, in the amount of $1,140.47, with no outstanding fees dueAgain, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanAttached hereto as Exhibit “D” please find a copy of the loan’s payment history, along with the loan servicing system payment transaction codes and definitions for your review In closing, you should know that CMS offers numerous payment optionsIf you would like to explore the current payment options available, we encourage you to visit the Payment Options page of CMS’s website at https://carringtonms.com/Some of the payment options currently available include sending payments via [redacted] ***, regular mail, auto draft, [redacted] ***, or your financial institution’s online bill payIt is important to note that due to the discharged bankruptcy status on your loan, you will not be charged a payment processing fee to submit a payment over the phone with CMS Finally, for future ease of reference, you may also obtain copies of monthly statements via CMS’s website once they have been generated by accessing the account online and visiting the Billing and Tax Statements section Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty (60) days after receipt of a Qualified Written Request and/or a Notice of Error If you wish to contact CMS regarding the administration of the loan you may do so by calling our Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about the mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service Research Department, P.OBox 5001, Westfield, IN or fax your correspondence to (800) 486- [SPACE LEFT INTENTIONALLY BLANK] We trust that this communication addresses all of the concerns noted in the complaint If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -VERBAL INQUIRIES & COMPLAINTS- For verbal inquiries and complaints about your mortgage loan, please contact the Customer Service Department for Carrington Mortgage Services, LLC, at 1-800-561-between 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations-MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect [redacted] from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance pro***; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS, QUALIFIED WRITTEN REQUESTS (QWR)- Written complaints and inquiries classified as Notices of Error and Information Requests or QWRs must be submitted to Carrington Mortgage Services, LLC by fax to 800-486-5134, or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, P.OBox 5001, Westfield, IN Please include your loan number on all pages of the correspondence You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting the Customer Service Department for Carrington Mortgage Services, LLC toll free at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern TimeYou may also visit our website at https://carringtonms.com/