Carrington Mortgage Services LLC

I have been faithfully making my mortgage payments to Carrington Mortgage Services, LLCon time through my bank's online bill pay service For some reason my payments have been credited back to me, beginning in mid-June Upon noticing the credits I sent them back to Carrington via my bank's bill pay service Again they were credited back to me I contacted my bank (***), which denied initiating the credits, and helpfully sent me a letter stating that I had made two electronic payment transactions to Carrington, both for [redacted] for my mortgage payment My bank also stated in that letter that the payments were sent in a timely manner, and requested of Carrington the amendment of any negative credit ratings I sent a copy of that letter to Carrington I was hospitalized in late July and had no way to check my bank balance during my hospitalization Also during that time Carrington notified me that my July payment was delinquent Upon being discharged from the hospit

March 24, ORIGINAL RESPONSE SENT VIA REGULAR MAIL [redacted] Dear Mr& 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 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 your inquiry As we understand the complaint, you allege that on January 6, you were contacted by a CMS Loan Officer in regard to a refinance opportunityYou go on to say that during the loan application review process, the same CMS Loan Officer advised you to not pay your January 1, mortgage payment until March of Thereafter, on January 26, 2016, you state that you received an email from the CMS Loan Officer advising you to pay your January 1, mortgage payment because CMS would be unable to approve the refinance before the end of the monthAs you indicate in your complaint, you proceeded to pay your January 1, mortgage payment a week after you received the email from the CMS Loan OfficerLastly, you state that you received a refinance application denial letter advising you that CMS was unable to approve your application due to a thirty (30) day delinquency on your mortgage payment historyAs a result, you believe that CMS’s mortgage lending practices are illegal, fraudulent, and unprofessional with the objective of initiating a foreclosure on your propertyConsequently, your desired resolution is for CMS to issue you an apology and to remove the delinquency reported on your account to the credit reporting agencies As a preliminary matter, our records confirm that on January 26, the CMS Loan Officer sent you an email advising you to make your January 1, mortgage paymentSpecifically, the CMS Loan Officer stated in the email that the refinance was expected to close on February 11, or February 12, and asked you to make your January 1, mortgage payment because we would be unable to finalize the refinance by the end of January of Additionally, the Loan Officer also advised you that you would have to pay a prorated February 1, mortgage payment and that your first payment under the refinance was scheduled to be paid on April 1, Moreover, our records also indicate that you responded to the Loan Officer’s email and acknowledged the instructions to pay your January 1, mortgage payment On February 5, 2016, our servicing notes indicate that you called CMS to make your January 1, mortgage payment in the amount of $which was applied that same date to your accountWe are not able to determine from our records why you waited until February 5, 2016, to make the January 1, paymentWhile we acknowledge you were instructed on January 26, 2016, to make the January 1, payment, we are unable to find any evidence that you were instructed by a representative of CMS to delay making that payment until after the end of JanuaryBy making the payment after the end of the month in which it was due, you allowed your account to become a full month past dueAccordingly, on February 10, 2016, CMS reported your account status to the credit reporting agencies (TransUnion, Experian, and Equifax)Please note that CMS reports your account status once a month to the credit reporting agencies on the 10th day of each month and that the February 10, credit report was a routine update to the credit reporting agenciesBecause your January 1, payment was not received until February 5, 2016, CMS reported a thirty (30) day account delinquency on your February 10, credit report As a reminder, all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the 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 your 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, that is the reason why CMS reported the thirty (30) day delinquency on your account to the credit reporting agencies On February 15, 2016, CMS sent you a Statement of Credit Denial, Termination, or Change (“SCDTC”)The purpose of the SCDTC was to advise you that CMS was unable to approve your refinance application due to an unacceptable payment record on your current mortgageFor your records, attached hereto as Exhibit “A” please find a copy of the SCDTC that CMS sent you on February 15, Based on the foregoing investigation and review of your refinance application, we are unable to find any evidence of wrongdoing on CMS’s behalfWith respect to your allegation that CMS’s mortgage lending practices are illegal, fraudulent, and unprofessional with the objective of initiating a foreclosure on your property, our records confirm that CMS provided you with the proper disclosures and notifications advising you of the refinance application review process and your responsibility to continue to make your mortgage payments on timeFurthermore, pursuant to your loan documents, it is your sole responsibility to make your mortgage payments timely regardless of the status of a refinance or a separate loan applicationAlso, 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 submit that all of the information reported to the credit reporting agencies is correct and properly reflects your account status and payment historyAs a result, CMS respectfully denies your request to remove the delinquency reported on your account to the credit reporting agencies Finally, while we regret that CMS was unable to approve your refinance application, we believe the record is clear that CMS was professional and as timely as possible with the entire application review processNevertheless, CMS understands your frustration and we sincerely apologize for any perceived unprofessional customer service you believe you may have received while CMS reviewed your refinance application We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate 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 I reject this offer because upon acquiring my loan, each Carrington representative I spoke to assured me "nothing would change" with my loan except they would be servicing the loan now instead of [redacted] , who just increased the payment by $20+ a month effective April 1, Carrington is scamming the new customers it acquired from [redacted] and implementing a bogus escrow shortage on these accounts simply to collect extra fees to offset they money they paid to [redacted] to purchase mortgage loansIt's absolutely unacceptable to rip off your customers by trying to recoup money from them by accessing bogus fees to offset their investmentThe only resolution I will consider is for Carrington to relinquish me as a customer back to [redacted] .Dealing with Carrington has been a complete nightmare, which has caused me to waste hours of my time due to their inconsistent communication!! Complete lack of customer service and ethics on their partI never received the letter I requested acknowledging my payment would be biweekly instead of monthlyI've kept ever piece of correspondence they have mailed to beI never received the escrow analysis they "claim the mailed" nor did the Customer Service Manager who took my payments over the phone once mention the bogus escrow threshold or the fact my payment would be increasing Regards, [redacted]

March 30, [redacted] RE: Complaint ID No.: [redacted] Loan No.: [redacted] Property Address: [redacted] ***, [redacted] Dear Mr [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on March 3, CMS is committed to responsible lending and servicing and we would like to address any concerns you may have The following is our response to the issue(s) raised in the inquiry As we understand your complaint, you allege that in January CMS increased your monthly payment by $234.43, and did not provide you any explanation for this increase In addition, you indicate that when you called CMS to inquire about the increase, you were informed that it was due to an escrow shortage and an increase in your property taxes You go on to say that you checked with [redacted] County and discovered that your property taxes have been over-paid You state that you called CMS and spoke with the Tax Department who confirmed CMS had over-paid your property taxes by $and as a result, CMS would be completing an updated escrow analysis Additionally, you claim that you were informed by CMS that you could pay the regular monthly payment amount while CMS completed an updated escrow analysis However, shortly after this arrangement was made, you started receiving collection calls from CMS, and when you called CMS to inquire about these calls, you were informed that your loan was showing delinquentLastly, you request that CMS remove the requirement of the escrow cushion on your loan, remove any late fees assessed to your loan and also remove any late payments reported to the credit agencies At the outset, please note that the servicing of this Veteran’s Administration (“VA”) insured loan was transferred from [redacted] (“***”) to CMS on or about October 2, Attached for your ease of reference is a copy of the September 23, 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 October 1, payment While CMS began servicing the loan on October 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date Upon review, our records show that on November 20, 2015, an Escrow Analysis was completed This Escrow Analysis was completed as part of the post service transfer requirements mentioned above That same day CMS sent you an Annual Escrow Account Disclosure Statement (“AEADS”) A copy is attached for your ease of reference The purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning January 1, and ending December 31, More specifically, the AEADS projected that your yearly county taxes would be $1,797.90, and your yearly homeowners insurance premium would be $1, Correspondingly, your total disbursements for your escrow cycle beginning January 1, and ending December 31, were calculated to be $3,The total projected escrow advances divided by twelve (12) equals $per month and represents the required escrow payment beginning January 1, In addition, please note that a mortgage servicer is permitted by law to collect an escrow cushionAn escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawnThe reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow accountBecause escrow items remain the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds Specifically, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle which is over a twelve-month periodAdditionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amountIf you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.S Department of Housing and Urban Development website at [redacted] In light of the above, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning January 1, and ending December 31, The total escrow cushion that CMS may collect is $ For an explanation of the escrow shortage please refer to the next section of the AEADS, below the Projected Escrow Activity from January 1, and ending December 31, and note the projected low point balance of -$1,for September 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 -$1,shortage and the $required low point balance, which added together, equals $2, This escrow shortage is being collected over a twelve (12) month period starting with the January 1, payment, resulting in a monthly shortage collection in the amount of $ The following is a summary of the total payment amount beginning January 1, Principal and Interest Payment $ Escrow Payment $ Escrow Shortage $ Total: $1, Thereafter, during the post-transfer diligence review, CMS identified that the second installment for the county taxes on your property in the amount of $were showing due Therefore, on November 2, CMS advanced this payment to [redacted] County On December 10, 2015, CMS received a refund in the amount of $from [redacted] County and stated the second installment had been paid by the homeowner As such, this payment was deposited back into your escrow account On January 15, 2016, after the refund in the amount of $was applied to your escrow account, CMS completed an updated Escrow Analysis That same day CMS sent you the updated AEADS, and a copy is attached for your ease of reference This AEADS advised you that the escrow shortage had been reduced from $2,to $1,267.09, and your monthly payment was reduced from $1,to $1,beginning with your January 1, payment On January 21, 2016, you called CMS and during this called you indicated that CMS had erroneously duplicated a payment for your county tax bill The CMS representative confirmed that CMS had made a duplicate payment for taxes in November 2015; however, this payment had been refunded to CMS on December 10, 2015, and this payment had been applied back to your escrow account In addition, the CMS Representative informed you that an updated AEADS had been completed on January 15, and your payment amount had been adjusted You requested a copy of the AEADS, and it was sent to you that same day On February 10, 2016, you called CMS and during this call the CMS Representative informed you that your loan was showing due for the January 1, and February 1, payments with a credit in suspense in the amount of $895.66, which represented the payment you had made on January 15, The CMS Representative explained that your payment in the amount of $received by CMS on January 15, 2015, had been applied to suspense because it was short of the full monthly payment of $1,You expressed concerns with the payment amount and indicated that CMS had made a duplicate payment for your taxes and a refund was due The CMS Representative confirmed that CMS had made a duplicate payment for taxes in November 2015; however, that payment had been refunded by the county tax collector to CMS on December 10, 2015, and the payment in the amount $had already been applied to your escrow account Subsequently, this call was transferred to the Escrow Department and you spoke with an Escrow Specialist who explained the escrow analyses in detail Also on February 10, 2016, CMS received another payment from you in the amount of $1,055.18, and this payment was applied to your January 1, payment in the amount of $1, On March 2, 2016, you called CMS and you spoke to the escrow department and expressed concerns with the escrow payment amount and the escrow cushion You indicated that you believed another refund was due by the county tax collector, and also stated you were unable to afford the higher payment of $1, The CMS Escrow Specialist, explained that only one refund was due as CMS had only paid one duplicate payment Additionally, the refund had already been received by CMS and applied to your escrow account The CMS Escrow Specialist offered to spread the repayment of the shortage over a longer period to help reduce the monthly payment amount You agreed to this proposal and also stated that you would be able to pay the total amount due to bring your loan current of $1,by March 6, Subsequently, on March 3, CMS completed an updated Escrow Analysis That same day CMS sent you the updated AEADS, and a copy is attached for your ease of reference This AEADS advised you that the escrow shortage repayment had been spread over twenty-four (24) months, and reduced your payment from $1,to $beginning with your March 1, payment The following is a summary of the total payment amount beginning March 1, Principal and Interest Payment $ Escrow Payment $ Escrow Shortage $ Total: $ On March 8, 2016, CMS received a payment from you in the amount of $1,256.90, and this sum was combined with the funds in suspense of $for a total of $2, That same day, CMS applied from suspense your February 1, payment in the amount of $1055.18, and your March 1, payment in the amount of $993.58, and $was applied to principal curtailment Additionally, as a one-time courtesy CMS waived the outstanding late fees in the amount of $ Attached for your ease of reference is a payment history that shows payment and escrow transactions and balance history on your loan for the past months On March 14, 2016, CMS completed a thorough review of your escrow account and confirmed that were no other duplicate payments to the tax collector on your loan and therefore, no other refunds are expected on your account However, CMS did identify a change in your homeowner’s insurance premium from $1,to $1, As such, CMS made this adjustment to the projected homeowner’s insurance payment due in May 2016, and also completed an updated Escrow Analysis That same day, CMS sent you an updated AEADS, and a copy is attached for your ease of reference This AEADS advised you that your payment would change from $to $beginning with your April 1, payment The following is a summary of the total payment amount beginning April 1, Principal and Interest Payment $ Escrow Payment $ Escrow Shortage $ Total: $ Based on the foregoing, we conclude that the annual escrow analysis and payment adjustment were completed in accordance with RESPA and the established loan servicing policy and procedure for this FHA 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 disbursement for the payment of taxes and insurance While we understand you would have preferred a different outcome, we respectfully submit that the collection of the cushion is permitted by law and common within the mortgage industryTherefore, CMS will continue to comply with federal law and collect the allowable escrow cushion Lastly, please note that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan information We have determined that the information reported to the major credit bureaus properly reflects your payment history and loan information We are, therefore, unable to make the requested changes to the reported information Please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [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 complaint If you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, [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] ***, [redacted] ***

August 6, [redacted] RE: Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] Complaint I.DNo.: [redacted] Dear Ms [redacted] : The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on July 13, 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 servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“***”) to CMS on April 2, On April 6, 2015, CMS issued you the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMSAt the time of the service transfer your loan was contractually current and showing due for the April 1, mortgage payment in the amount of $ It is important to note that, while CMS began servicing the loan as of 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 acquisitionThis information is outlined within the second paragraph on page two of the Hello LetterThis 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 While CMS is uncertain as to why you believe that you would not have to pay the mortgage payment that was due at the time of the service transfer, please be advised that RESPA does not absolve borrowers of the obligation to make payments during this sixty day period, nor does it permanently insulate borrowers against the consequences of failure to make timely paymentsAfter a thorough review of your loan, CMS is unable to locate any evidence that you were informed that you would not have to make mortgage payments during this sixty day period; however, you were notified that CMS would not treat any payment as late during this sixty day periodNevertheless, CMS sincerely apologizes if you understood this statement to indicate that you would not be responsible to make the payments due at the time of the service transfer As you are aware, CMS initially spoke with you on April 24, During this phone call, the CMS representative provided you with the status of your loan and specifically notified you that your April 1, mortgage payment was past dueOur records indicate that you inquired into the sixty day RESPA period and the CMS representative clearly informed you that you would be required to pay the April 1, mortgage payment and that you would not be assessed a late charge during the sixty day RESPA periodMoreover, you were also notified that once the RESPA sixty day period expired, a late charge would be assessed if the full contractual payment was not received by CMS on or before the sixteenth day of the month CMS would like to take this opportunity to remind you that all payments are due on the first day of each month, and are considered late as of the second day of the monthIf the payment is not received by CMS on or before the sixteenth day of the month, a late fee will be assessed to your loanAny payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquentWe encourage you to remit your payment to CMS on the date that it becomes due to prevent late fees, or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage payment On May 11, 2015, CMS ordered a property inspection to determine whether the property was vacant in an effort to protect the security interest in the propertyA copy of the property inspection invoice is attached for your ease of referenceAt the time this property inspection was ordered, you had failed to perform the covenants and agreements contained in your Security Instrument as your loan was in default for the April 1, mortgage paymentCMS conducts property inspections under such circumstances to ensure that the value of the collateral is being preservedBecause this property inspection was lawful as outlined within Section 5, Occupancy, Preservation, Maintenance and Protection of the Property; Borrower’s Loan Application; Leaseholds of the attached Deed of Trust, CMS respectfully declines your request to waive the $property inspection feeThe pertinent information is outlined below for your ease of reference Occupancy, Preservation, Maintenance and Protection of the Property; Borrower’s Loan Application; LeaseholdsBorrower shall occupy, establish, and use the property as borrower’s principal residence within sixty days after the execution of this Security Instrument(or within sixty days of a later sale or transfer of the property) and shall continue to occupy the Property as borrower’s principal residence for at least one year after the date of occupancy, unless lender determines that requirement will cause undue hardship for borrower, or unless extenuating circumstances exist which are beyond borrower’s controlBorrower shall notify lender of any extenuating circumstancesBorrower shall not commit waste or destroy, damage, or substantially change the property or allow the property to deteriorate, reasonable wear and tear exceptedLender may inspect the property if the property is vacant or abandoned or the loan is in default(Emphasis added.) Although CMS spoke with you on April 24, and notified you that your April 1, mortgage payment was past due, CMS did not receive your April 1, payment until May 12, That day, CMS received funds in the amount of $1,which was sufficient to satisfy the April 1, and May 1, mortgage payments in the amount of $eachCMS is able to confirm that your loan was not assessed a late charge for the April 1, mortgage paymentOn June 8, 2015, CMS received and applied your June 1, mortgage payment On July 1, 2015, the property inspection fee in the amount of $was assessed to your loan for the property inspection completed on May 19, On July 6, 2015, you contacted CMS and questioned the $fee assessed to your loanThe CMS representative informed you that the fee was assessed on July 1, and after you requested to speak to a supervisor your call was transferred to the available CMS supervisorThe CMS supervisor explained that the fee was assessed to your loan for a property inspection and politely declined your request to waive the valid property inspection fee On July 10, 2015, you contacted CMS and again requested that CMS waive the $property inspection feeThe CMS representative declined your request to waive the valid property inspection fee and you again requested to speak to a CMS supervisorRegretfully, a CMS supervisor was unavailable to speak with you at that exact moment; however, the supervisor again directed the CMS representative to decline your request to waive the $property inspection feeThe CMS representative provided you with CMS’s Customer Service Research Department’s fax number to send your request to CMS in writingOn July 13, 2015, CMS received and applied your July 1, mortgage paymentAs of the date of this letter, your loan is contractually current and showing due for the August 1, mortgage payment in the amount of $ Finally, regarding the alleged poor customer service and communication you received, CMS is unable to locate any evidence that any CMS representative that you spoke with was unprofessional in any wayWhile CMS understands your dissatisfaction with the fact that the property inspection fee would not be waived, we believe that each CMS representative professionally and politely assisted you to the fullest extent possibleRegardless, CMS sincerely apologizes for any perceived inappropriate communication that you believe you may have received Based on the foregoing, we believe the record is clear that CMS has properly serviced your loan, and properly assessed a $fee to your loan for the property inspection ordered on May 11, while your loan was contractually in default and showing due for the April 1, mortgage paymentShould you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at [redacted] for further assistance We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Eastern Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or 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 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] -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 the Customer Service Department at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [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] TEXAS: Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, [redacted] ***A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT [redacted]

August 31, [redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] ***, [redacted] Complaint I.D No.: [redacted] Dear Mrand Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on August 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 your complaint, you state you paid your July 1, mortgage payment to CMS via your banking institution’s BillPay method and that payment was returned to your banking institution for unknown reasonsAfter replacing that payment, you contacted CMS and inquired as to the reason the payment was returned to your banking institutionYou state that the CMS representative was unable to provide you any information why the payment would have been returned and that CMS would waive the late charge if you were able to provide proof that your banking institution mailed the payment to CMSYou state that proof that the payment was mailed to CMS; however, CMS has refused to waive the late fee At the outset, please note that the servicing of this [redacted] (“FHA”) insured loan was transferred from [redacted] (“***”) to CMS on April 2, On April 6, 2015, CMS issued you a Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMSAt the time of the service transfer your loan was contractually current and showing due for the April 1, mortgage payment CMS would like to take this opportunity to remind you that that all payments are due on the first day of each month as outlined within the attached Promissory NotePayments are considered late as of the second day of the month and if a payment is not received by CMS on or before the sixteenth day of the month, a late fee may be assessed to your loanAny payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent A review of your loan payment history shows that CMS has received timely mortgage payments from you on or before the sixteenth day of each month from the date that CMS began servicing your loan through the month of June Because CMS was not in receipt of your July 1, mortgage payment on or before July 16, a late fee in the amount of $was assessed to your loan on July 17, On July 19, 2016, CMS issued the attached letter to you notifying you that a late fee in the amount of $had been assessed to your loan and that CMS was not in receipt of your July 1, mortgage payment at that time On July 21, 2016, CMS attempted to contact you via telephone to notify you that CMS was not in receipt of your July 1, mortgage payment; however, CMS received no answer from youOn July 26, 2016, you contacted CMS and explained that you received the July 21, letter from CMS and that the BillPay payment that was sent to CMS’s payment processing center in Phoenix, Arizona by your banking institution was returned to your banking institution because CMS’s address had changed or was incorrect You explained that once you were notified of the returned payment, you accessed CMS’s website and directed your banking institution to mail a new BillPay payment to CMS at its Anaheim, California officeThe CMS representative that you spoke with confirmed that both addresses you used were valid addresses to send payments to CMSIn an effort to assist you, the CMS representative provided you with her fax number and directed you to send front and back copies of the returned check to CMS so that CMS could investigate the issue and remove the late charge from your loan if in fact the payment was sent to CMS’s correct address within the time timeframe you specifiedYou indicated that you did not believe you would be able to secure a copy of the check that was returned to your banking institution While CMS understands that you may have intended to send such information to that CMS representative, CMS has confirmed that no such information was received by CMSBecause CMS was not in receipt of such information from you, CMS would not have been able to complete the research required to determine if CMS had any involvement in the payment being returned to your banking institution; therefore, the late fee was not removed from your loanAccordingly, when CMS issued you your next monthly mortgage statement, the late fee properly remained as being due and payable to CMS On August 16, 2016, you contacted CMS and inquired whether CMS would waive the $late fee assessed to your loan on July 17, During this phone conversation you explained that your banking institution may have sent the payment to the incorrect mailing address and the payment was returned to your banking institution as there was no CMS representative available to accept the paymentBecause CMS does in fact have personnel dedicated to accept payments delivered by CMS via mail and because BillPay payments are sent to CMS via first class mail and do not require a person to accept delivery, you were notified that CMS would not waive the late fee as CMS was not at fault for the payment being incorrectly addressed to CMS Upon receipt of your complaint, CMS has thoroughly research its records and has confirmed that CMS did not return the BillPay payment to your banking institutionNevertheless, as an expression of our commitment to the highest standards of customer satisfaction, CMS has agreed to remove the valid late fee from your loanThis action is undertaken voluntarily by CMS without admission of fault or liability, and solely to demonstrate our dedication to the well-being of the consumers we serveAttached for your reference is a copy of your loan payment history as well as a copy of the loan servicing system payment codes and definitions In an effort to avoid future occurrences of this nature, you may access CMS’s publicly available website at [redacted] for a comprehensive list of the available payment delivery options and addresses to send mortgage payments to CMSFor your reference, the addresses to mail payments to CMS are outlined below Regular Mail: Carrington Mortgage Services, LLC [redacted] *** Overnight Mail: Carrington Mortgage Services, LLC Attn: [redacted] *** CMS would like to take this opportunity to notify you of the option to make no-cost mortgage electronic payments to CMS via its Loan Servicing Website (“LSW”)You may access CMS’s online payment system after registering an account at https://carringtonms.com to make same same-day electronic mortgage payments to CMSIt is important to note that payments submitted on business days after 11:P.MEastern Time (8:P.MPacific Time), on weekends or on holidays will be processed the next business dayWeekends and holidays are not business days Finally, please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error Based on the foregoing, we believe the record is clear that a late charge of $was permissibly assessed to your loan because CMS was not in receipt of your July 1, mortgage payment on or before the sixteenth day of that monthIt is also clear that CMS has not been in receipt of front and back copies of the payment that was returned to your banking institutionNonetheless, CMS has waived that late charge as an expression of our commitment to the highest standards of customer satisfactionShould you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at [redacted] for further assistance We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Eastern Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***, [redacted] *** NEW YORK: New York City Department of Consumer Affairs License Number This Collection agency is licensed by the City of Buffalo license numbers: & City of Yonkers Debt Collection Agency License Number: For New York residents: You may file complaints about CMS with the New York State Department of Financial ServicesYou may obtain further information from the New York State Department of Financial Services by calling the Department’s Consumer Assistance Unit at [redacted] or by visiting the Department’s website at [redacted] Carrington Mortgage Services, LLC is registered with the Superintendent of the New York State Department of Financial Services

February 7, [redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] Complaint I.DNo.: [redacted] Dear Mortgagors: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on January 20, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As we understand your complaint, you state that you filed an insurance claim in August and you are dissatisfied with the way CMS has managed the claim/repair processYou state that you received an insurance claim check of approximately $13,and that you sent the check along with all required documentation to CMSYou acknowledge that CMS disbursed proceeds to you; however, you had to request a new check after changing contractorsYou requested the new claim check but CMS declined your request because the check previously issued to you was still outstandingYou are requesting CMS to expedite the completion of the property inspection and to disburse the remaining insurance claim proceeds to you as soon as possible A review of our records shows that the property suffered a claimable loss on August 3, On August 19, 2016, you notified CMS of the loss and that that you received an insurance claim check in the amount of $13,The CMS representative that you spoke with explained that it was CMS’s policy to monitor the repair process for insurance claim amounts greater than $10,You were directed you to send the endorsed claim check to CMS along with copies of the insurance adjustor’s estimate report, the licensed contractor’s repair estimate, and a signed Affidavit of Loss Draft Claim We respectfully submit that monitoring insurance claim disbursements above a certain value and requiring that certain supporting documentation be submitted is standard within the industry, permitted by both applicable law and the mortgage loan agreement, and a reasonable practice to protect the noteholder’s interest in the collateral securing repayment of the loan That same day, CMS sent the attached letter to you outlining the above referenced instructions and provided you with an unsigned Affidavit of Loss Draft ClaimThe letter reiterated that CMS would monitor the repair process if the claim amount was more than $10,The letter notified you that in order for CMS to process the insurance claim check, the following conditions must be satisfied • The claim check must be endorsed by all parties listed on the check(s); • CMS must receive a copy of all insurance adjustors’ estimate reports and photographs; • CMS must receive a copy of a licensed contractor’s bid/estimate and or signed contract; • CMS must receive a signed and dated Affidavit of Loss Draft Claim (attached); and • CMS must receive a copy of all applicable permits On September 14, 2016, CMS received insurance claim check number in the amount of $13,payable from Citizens Insurance Company of America (“CICA”)That day, CMS also received your signed Affidavit of Loss Draft Claim, a certificate of liability insurance, a copy of a contractor’s license, an IRS Form W(“W9”), a contractor’s repair bid from [redacted] Restoration (“ [redacted] ”), a copy of a marriage certificate, and a copy of the insurance adjustor’s estimate reportThat day, CMS applied the $13,to your restricted escrow account and on September 21, CMS issued an initial claim disbursement to you in the amount of $4,This disbursement, representing one-third of the total claim amount, was made payable to you and to [redacted] and was sent to you enclosed in the attached letter On October 21, 2016, you contacted CMS and explained that you needed a payee on the initial claim disbursement to be changed as you no longer were using [redacted] as your contractorIn response, the CMS representative notified you that it would necessary that a stop payment be placed on the initial check and that such request must be received from you in writingIn addition, it would be necessary that CMS receive an updated Wand contractor’s repair bid from the new contractor On or about October 25, 2016, CMS’s insurance vendor, South West Business Corporation (“SWBC”) began managing the Loss Draft process for CMSOn October 31, 2016, SWBC contacted you in an effort to determine whether you had secured a new contractor and to gather the required information needed to reissue the initial disbursementUnfortunately, SWBC received no answer from you so a message was left requesting you to contact SWBC at your earliest convenience On December 2, 2016, you contacted SWBC regarding the insurance claim/repair processYou again explained that you received the initial disbursement of $4,339.63; however, you were no longer were using [redacted] as your contractorThe SWBC representative reminded you that it would be necessary that your stop payment request be received in writing along with an updated Wand an updated repair bid from the new contractorYou explained that although your insurance company did not provide you with an insurance estimate, the payment was based on the repair bid received from the contractor at that timeBefore the SWBC representative could notify you that it would be necessary for you to provide SWBC with a letter from your insurance company confirming that the claim was paid based on the contractor’s repair bid, the call unexpectedly disconnected After attempting to secure a copy of the insurance adjustor’s estimate report directly from your insurance company, CMS received the insurance adjustor’s estimate report and an updated Affidavit of Loss Draft Claim on December 22, On December 28, 2016, SWBC spoke with you and notified you that after reviewing the information received on December 22, 2016, it could take five to seven business days for the initial claim disbursement to be reissuedDuring this phone conversation, the SWBC representative acknowledged that you would be acting as the general contractor responsible to oversee the property repairs On December 29, 2016, SWBC contacted you and provided you with the status of the claimThe SWBC representative notified you that your claim was being reviewedThe CMS representative again acknowledged that you would be acting as the general contractor and provided you with the estimated time it would take to reissue the initial claim checkIt was further explained that the process could be delayed by the intervening holidays On January 13, 2017, SWBC rejected the disbursement request and noted that a second disbursement could not be issued until a property inspection was completed showing the property repairs were at least 40% completedOn January 17, 2017, SWBC spoke with you and notified you that the disbursement request was declined as the second claim disbursement could not be issued until a property inspection was completed showing that the repairs were 40% completeIt was at this time that you reminded SWBC that you had not cashed the initial claim disbursement and that you wished to have the first disbursement reissued After thoroughly reviewing the loan, we have identified that due to an inadvertent clerical error, the SWBC representative did not identify that the disbursement request was in connection with the request to stop pay and reissue the initial claim disbursement checkCMS sincerely apologizes for any inconvenience you may have experienced due to the delay in reissuing the initial claim disbursement check On January 18, 2017, a SWBC supervisor contacted you and notified you that a property inspection was ordered and that he would follow up on the status of the property inspectionOn January 23, 2017, a new request was made to stop pay and reissue the initial disbursement check and on January 24, 2017, the initial disbursement check was reissued to youOn January 27, 2017, CMS received the property inspection report showing that the property repairs were 100% completedAccordingly, CMS issued the final claim disbursement to you in the amount of $8,on January 30, for a total claim disbursement of $13,The claim/repair monitoring process was closed shortly thereafter On February 6, 2017, I personally contacted you and notified you that CMS had disbursed the final insurance claim proceeds to you on January 30, After listening to your concerns, I apologized if the level of customer service you received from CMS/SWBC did not meet your expectationI provided you with my contact information and encouraged you to contact me if you have any further questions relating to the insurance claim/repair processYou indicated that you were satisfied that the final claim check had been issued to you Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error Based on the foregoing, we believe the record is clear that CMS has not intentionally delayed issuing insurance claim proceeds to you and that the initial claim proceeds were disbursed to you timelyCMS sympathizes with customers who have experienced a claimable loss and sincerely apologizes if you feel CMS or its authorized vendor have intentionally delayed issuing claim disbursements to you or if you feel that CMS/SWBC have improperly handled the insurance claim/repair process in any wayShould you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at (800) 561-for further assistance We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Eastern Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at [redacted] , or by going to www.consumerfinance.gov/find-a-housing-counselor -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection 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] ***

July 26, [redacted] *** [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 6, CMS is committed to responsible lending and servicing and we would like to address any concerns you may have The following is our response to the issue(s) raised in the inquiry This notice is intended only for the person(s) to whom it is addressed Please do not read or copy this notice if you are not that person(s) If you received this notice in error, then please notify CMS immediately, and return the notice to us as soon as possible For further information please contact: Customer Service Department Carrington Mortgage Services, LLC P.OBox Westfield, IN Telephone (800) 561- Please note that this letter and the related documents are provided for informational purposes only, and in response to your inquiry As we understand the complaint, you claim that you paid the loan in full, but CMS refuses to record the deed and satisfaction of mortgage with your County Recorder’s Office You claim that you have contacted CMS over times regarding this issue You further claim that South Carolina state law requires a deed to be released and a satisfaction of mortgage to be sent days after the loan is paid in full You claim that you paid the loan on January 25, and it has now been over days since the mortgage has been satisfied Your desired resolution is to have CMS send the satisfaction of mortgage to the Berkeley County Recorder’s Office immediately First, to the extent that your inquiry consists of allegations of wrongdoing of any nature by CMS or otherwise, all such allegations are denied Our records indicate that the servicing of the loan transferred from Bank of America, N.A(“BANA”) to CMS effective September 1, A copy of the Notice of Servicing Transfer is enclosed for your recordsShortly thereafter, on January 25, 2017, the loan was paid in full A copy of the payment history is enclosed for your reference Thus, on January 26, 2017, CMS forwarded the loan information to its title vendor, Orion Title and Escrow (“Orion”) That same day, CMS also sent a paid-in-full confirmation letter to the mailing address on record and to your e-mail address Our records indicate that you called CMS on April 4, and requested to speak with a representative in the Lien Release Department (“LRD”) The CMS representative advised that the LRD did not take phone calls However, after briefly conferring with a supervisor, the representative advised that the recording of deeds could take up to days in South Carolina At that time, you requested to speak with a supervisor Regrettably during the warm transfer of this call to a supervisor, the call became disconnected You called CMS again on April 26, and requested for CMS to send a satisfaction of mortgage to the Berkeley County Recorder’s Office You called CMS again on May 2, 2017, and during this call you expressed concerns that the satisfaction of mortgage had not been completed by CMS The CMS representative informed you that she would escalate the matter That same day, the CMS representative contacted the manager of the LRD to review the matter and ensure the required release of mortgage was sent to the Berkeley County Recorder’s Office Later that day, the LRD determined that the paid-in-full loan involved an Installment Contract for the Sale of Real Estate (“Land Contract”)Unfortunately, CMS had not previously identified your loan as involving a Land Contract due in part to the fact that CMS did not receive the necessary property documentation from the prior servicer at the time of the service transfer As you may be aware, the release of lien associated with a Land Contract differs substantially from a traditional mortgage/deed of trustThus, CMS immediately began the search for a copy of the Land Contract, recorded Deed, and any applicable assignments from the Veteran’s Administration (“VA”) Our records indicate that you called CMS again on May 8, and requested to speak with a supervisor Your call was warm transferred to a supervisor, and during this call you stated that you still had not received the mortgage release despite paying the loan in full two to three months prior The supervisor apologized for the delay in processing the release document and informed you the matter would be escalated for resolution That same day the supervisor escalated this matter to the manager of LRD You called CMS again on May 23, and requested to speak with a supervisor and your call was warm transferred to a supervisor The supervisor advised that the file was escalated to the LRD and that you would be contacted when the review was completed Subsequently, CMS completed its investigation of the land records and located the Land Contract for your loan Accordingly, a copy of the Land Contract and recorded Deed were provided to Orion to prepare the Warranty Deed for the release Our records indicate that you called CMS again on June 13, 2017, and that you requested to speak with a supervisorYour call was warm transferred to a supervisor, and during this call you expressed that you were upset that the process was taking so long The supervisor apologized for the delay and any inconvenience that you may have experienced as a result In addition, the supervisor advised you that the delay was due to missing property documentation from the previous servicer and stated that CMS was working diligently to resolve the issue The supervisor further advised that he would attempt to put a rush request on the release Thereafter, CMS obtained the required documents needed to prepare the Warranty Deed and the relevant tax documents for execution Accordingly on July 19, 2017, the Warranty Deed and tax documents were executed and sent back to OrionOrion has sent these documents to the County for recording, and we anticipate the documents will be recorded shortly Attached for your ease of reference is a copy of the executed documents Based on the foregoing, we acknowledge that there was a delay in processing the release due to missing documentation from the prior servicer at the time of the service transfer CMS is committed to the highest standards of customer satisfaction and professionalism, and for this reason, we take all legitimate complaints regarding the conduct of our business very seriouslyFor that reason, we would like to take this opportunity not only to express our sincere apologies for any inconvenience that you may have experience in this matter, but also to thank you for bringing this matter to our attention CMS is always interested in how we may improve service levels, and your feedback is important We trust that this communication addresses all of the concerns noted in the complaint If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -VERBAL INQUIRIES & COMPLAINTS- For verbal inquiries and complaints about your mortgage loan, please contact the Customer Service Department for Carrington Mortgage Services, LLC, at 1-800-561-between 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS, QUALIFIED WRITTEN REQUESTS (QWR)- Written complaints and inquiries classified as Notices of Error and Information Requests or QWRs must be submitted to Carrington Mortgage Services, LLC by fax to 800-486-5134, or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, P.OBox 5001, Westfield, IN Please include your loan number on all pages of the correspondence You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting the Customer Service Department for Carrington Mortgage Services, LLC toll free at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern TimeYou may also visit our website at https://carringtonms.com/

Carrington Mortgage bought my mortgage from [redacted] in Feb When I went to pay my first payment with Carrington, they didn't even have an account number for meThey said to put my [redacted] account number on my checkI had to mail a check because they did not have my account onlineWhen I finally was assigned an account number and went to make my next payment online, they charge a $fee to pay your mortgage onlineThey charge a fee for every kind of way to make your payment unless you send a check to them or have auto draftI signed up for auto draft for the next paymentShe I scheduled the next payment, my monthly payment showed what I had been paying for over a yearSince this was my first auto draft, I checked my mortgage account a few days before it was to be taken out of my bank account and the monthly fee was $higher than what I had posted for and taken out of my bank accountI called Carrington and was told they decided they wanted a certain amount of back up equity and since it wasn't;t there they decided to increase my loan monthly charge by $a monthI never got a notice about thisI was signed up for email noticesSo I cancelled auto draft and told them I was going to refinance my loan with a mortgage company I could trust and actually feel comfortable withI spoke with a local mortgage company and was able to refinance my loan and get away from CarringtonMy loan was paid off on May 29,with CarringotnThey still owed me my escrow balance of $1,Since I never trusted this incompetent mortgage company, I checked every day to make sure they showed my loan as paid and what my escrow balance wasI emailed it all to me and my husbandSo today June 11,2018, I checked my escrow balance and it was lowered by $I did an internet chat with one of their people and was told I was charged out of the escrow they owed me for HUD insurance that was for 6/05/They said it is a legal chargeSo how can it be a legal charge for a loan that has no balance???? They lie and screw you over every chance they getBELIEVE the bad reviews!!! I have experienced a lot off the same thingsWe asked May 30,when we could expect our escrow check and was told within days which we gave only business days ( should be this week?) So I told the chat lady that our check should have already been mailed, she said no we have days to mail it to youSo with only business days included they don't have to mail our check until June 19,PEOPLE DO NOT DEAL WITH THESE CROOKS!!! If you can get out and stay away from them!!!

September 8, ORIGINAL RESPONSE SENT VIA REGULAR MAIL [redacted] RE: Loan No.: [redacted] Complaint 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 August 19, 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 allege that several CMS representatives misinformed you about our payment processing procedures which caused you to incur overdraft fees from your bank and Non-Sufficient Fund (“NSF”) fees from CMS As a result you are requesting an acknowledgment from CMS that you were misinformed and a reimbursement for the fees you incurred in the amount of $ As a preliminary matter, our records indicate CMS acquired your loan from [redacted] on October 2, At the time of the service transfer your loan was contractually current and showing due for the November 1, mortgage payment A review of our records shows that your loan was set up on Auto Draft to automatically debit your mortgage payment from your bank account on the first day of each month On April 1, CMS drafted a payment in the amount of $ The funds were posted as the April 1, payment in the amount of $and an additional $was posted as principal curtailment On the same day, you contacted CMS to state that you were aware CMS had attempted to draft $from your bank account, but the funds were not available in your bank account As a result, after CMS’s bank presented the payment twice for processing, your payment was returned by your bank on April 4, Please note that CMS will not receive a returned payment for non-sufficient funds until after our bank presents it twice for processing Once we were notified that the item had been returned due to non-sufficient funds, CMS reversed your April 1, payment in the amount of $and the principal curtailment in the amount of $ As a result, an NSF fee in the amount of $was billed to your loan A letter advising you of the returned item was mailed to you on April 5, On April 12, 2016, you set up a payment in the amount of $through the CMS Loan Servicing Website The funds were posted to your April 1, payment in the amount of $and an NSF fee of $ On the same date you contacted CMS to dispute the $NSF Fee During that conversation, the CMS representative advised you to send in a written request disputing the fee Our records show your correspondence was received on April 14, A response denying your request for reimbursement was mailed to you on May 12, For your review, a copy of the response is attached as Exhibit “A” Additional review of our records found that you contacted CMS on April 29, to inquire if CMS would be automatically drafting your May 1, payment from your bank account or if you would need to remit the payment yourself The CMS representative reviewed your account and determined that the next automatic draft was scheduled for June 1, For that reason, the CMS representative suggested remitting your May 1, payment through the CMS website Regrettably, the information you were provided was incorrect as evidenced by CMS auto drafting your bank account on May 1, in the amount of $and also processing the payment you set up in the amount of $on May 1, We sincerely apologize for any miscommunication that may have occurred during this phone call On May 3, you contacted CMS to voice your complaint about having two payments debited from your bank account and to request a refund of the overpayment The CMS representative advised you that in order to process the refund, you would need to submit copies of your bank statement showing the funds had been debited from your account You were provided with two fax numbers to send in your bank statement and you were advised that the process could take up to fifteen business days to complete During the telephone conversation you inquired when the next automatic draft was scheduled for The CMS representative reviewed your loan and advised that although your next payment was not due until July 1, 2016, the automatic draft was scheduled for June 1, The CMS representative explained that system is set up to draft every first day of the month regardless of whether you are paid ahead She advised that unless you cancelled the automatic draft, CMS would draft a payment on June 1, On June 1, you contacted CMS to inquire about your request for a refund of the overpayment The CMS representative reviewed your account and determined that CMS had not received your written request or bank statements At that point you advised the CMS representative that a refund was no longer needed because you were about to close on the sale of the property and did not want to affect the Payoff Statement that CMS had provided [redacted] on May 25, You asked the CMS representative to confirm the amounts shown on the Payoff Statement were still accurate The CMS representative reviewed the loan and advised you that the loan was now showing due for the August 1, payment because an automatic draft payment was posted that day You advised the CMS representative that you did not want a payment drafted from your account because you were about to close on the sale, and there were no funds in your bank account The CMS representative encouraged you to cancel the automatic draft immediately, which you agreed to do You also demanded that you be reimbursed the $overdraft fee your bank would be charging you and requested not to be charged the $NSF fee by CMS While the CMS representative placed the call on hold, the call was disconnected Later that same day you contacted CMS wishing to speak to the same CMS representative you had spoken to earlier in the day The CMS representative you were speaking to at the time advised you that the representative you had spoken with earlier was not available, but that she was able to transfer the call to a CMS supervisor Your call was transferred to a CMS supervisor, at which time you went on to explain that earlier in the day you were speaking to a CMS representative and while your call was placed on hold the call was disconnected, and now you wanted to speak to that same representative The CMS supervisor reviewed your loan and confirmed that your request to cancel the automatic draft had been completed She also provided you with a fax number so you could send in your request to be reimbursed for the $overdraft fee At the same time she reviewed the Payoff Statement that was sent to you and [redacted] on May 25, She confirmed that because the payment that was posted on June 1, would be returned by your bank, the loan would be due for the July 1, payment Therefore, all the amounts quoted in the Payoff Statement would remain the same CMS reversed the July 1, payment in the amount of $on June 2, and an NSF fee in the amount of $was billed to your account Our records confirm that CMS received $97,on July 1, to satisfy your loan The funds were applied as follows: Principal Balance: $96, Accrued Interest: $ Escrow payment: $ Recording Fee: $ NSF Fee: $ Total: $97, An escrow overage check in the amount of $1,was mailed to you on July 16, As of the date of this letter, your loan is paid in full with a zero balance owing On June 10, 2016, you contacted to CMS to confirm receipt of your bank statement showing the $overdraft fee from June 1, The CMS representative advised you that she would be sending an email to the CMS supervisor to follow up The CMS supervisor reviewed your request on June 14, 2016; however, it was determined that the overdraft fee was imposed at not fault of CMS because the automatic draft was not cancelled by you prior to CMS attempting to draft the scheduled payment Please note that termination requests must be received by CMS ten days prior to the next scheduled monthly or bi-weekly draft Regrettably you were not advised of the decision until you contacted CMS on July 11, We sincerely apologize for any lack of communication you may have experienced In closing, CMS must respectfully deny your request to be reimbursed $for the two NSF Fees and overdraft fees you incurred on June 1, However, CMS did send you a check in the amount of $on September 6, to reimburse you for the overdraft fee you incurred on May 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, Eastern Time Sincerely, [redacted] Customer Advocate CC: Revdex.com Tell us why here

The Customer Advocacy Department of Carrington Mortgage Services, LLC ("CMS") is in receipt of a complaint filed with the Revdex.com regarding the above-referenced loan received in our office via email on November 4, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As you are aware, our Customer Advocacy Department originally received an inquiry from the Revdex.com on October 22, which raised the same issues as this complaint Accordingly, the loan was researched and a response was sent to you by CMS on November 3, 2014, a copy of which is included here for your ease of reference You are now indicating that the response CMS issued on November 3, did not resolve your concernsAccordingly, CMS is now addressing the issues you have raised within your November 4, rebuttal In response to your claim that CMS has not provided you with the description of the $fee, we would like to refer you to the response CMS sent on November 3, Recall, CMS informed you that the $fee assessed on September 29, was in connection with a property inspection that was ordered by CMS when your loan was delinquent To further clarify, the attached property inspection was ordered by CMS on September 11, At the time the property inspection was ordered your loan was in default and showing due for August 1, Please be advised that pursuant to your Deed of Trust, this fee was properly assessed and in compliance with applicable lawFor your ease of reference, please see Section Five (5) of the attached Deed of Trust which states: "Lender may inspect the property if the property is vacant or abandoned or the loan is in default." In the November 4, rebuttal, you restated that a CMS representative informed you that there would be no fees assessed to your loan if the October 1, payment was received before the sixteenth day of the monthHowever, CMS previously notified you that the payment you made on October 16, 2014, for the payment due on October 1, 2014, was returned unpaid on October 20, which resulted in a permissible late charge being assessed to your loan Therefore, we must again respectfully decline your request to waive the valid late charge We would like to take advantage of this opportunity to remind you that all payments are due on the first day of each month, are considered late as of the second day of the month, and if not received by CMS after the sixteenth day of the month, a late fee will be assessed to your loan Any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquentAttached for your ease of reference is a copy of your Promissory Note that outlines the above information As you may recall, CMS previously apologized that you did not find CMS' s online payment to be user friendlyHowever, CMS's website does allow borrowers a no-cost option to remit electronic payments to CMS which are credited the same business day as long as the payment transaction is made prior to 11:p.mEST Based on the foregoing, we believe the record is clear that CMS has properly serviced your loan and has permissibly assessed a property inspection fee and the late charge to your loanShould you wish to further discuss the payment options that are available to you, we encourage you to contact our Customer Service Department at (800) 561-for further assistance 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, 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate

On Thursday, December 8, I spoke with a Customer Svc Rep regarding Carrington taking over as my new loan servicer from [redacted] effective 12/2/I explained to the rep that I had not received my "welcome letter/package" nor have I received a monthly billing statementI was informed by the rep that my written request is required in order for monthly statements to be mailedThe rep also explained that this was due to my [redacted] filing in which was Discharged in In addition, I explained that B of A my previous mortgage servicer never stopped mailing my statements before, during, or after my [redacted] filingSecondly, they ( [redacted] *) continued to accept my payments as indicated on my [redacted] Statement of Intention The rep then stated that she thought it was a “law” that billing statements cannot be mailed once someone files **I faxed a request to Carrington based on the reps request, to date I have not received a welcome package or a monthly statementMy account number is *

June 1, Original response sent via regular mail [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Property Address: [redacted] Dear Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on May 5, 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 you made your January 1, mortgage payment on January 31, via your CMS online payment accountYou go on to say that CMS failed to apply your mortgage payment the same day that you authorized your online payment transaction which resulted in a thirty (30) day account delinquency and derogatory mark on your credit reportConsequently, your desired resolution is for CMS to remove the delinquency from your account, apply your mortgage payment as of the same day you authorized your online payment transaction, and correct your credit report with the credit reporting agencies As a preliminary matter, on January 31, 2016, our records indicate that you authorized a payment transaction via your CMS online account in the amount of $Although you authorized the payment transaction on the last day of the month, CMS was unable to process your payment until the following business daySpecifically, please note that every time you log in to your CMS online account to make a payment, CMS provides you with terms and conditions that you must agree to and accept prior to submitting an online payment transactionIn particular, the CMS website clearly advises you that “Payments submitted after 11:00PM Eastern Time / 8:00PM Pacific Time or on Sundays will be processed the next business day”For your reference, below please find a screenshot of the terms and conditions that you must agree to and accept prior to submitting an online payment transaction As you may already know, January 31, was a SundayAs a result, pursuant to the online payment terms and conditions, CMS processed your payment the following business day on Monday, February 1, By submitting your payment authorization on Sunday, January 31, and having your payment applied to your account the following business day on Monday, February 1, 2016, your account became a full month past dueAccordingly, on February 10, 2016, CMS reported your account status to the credit reporting agencies ( [redacted] , [redacted] , and [redacted] )Please note that CMS reports your account status once a month to the credit reporting agencies on the 10th day of each month and that the February 10, credit report was a routine update to the credit reporting agenciesBecause your January 1, mortgage payment was not processed until February 1, 2016, CMS reported a thirty (30) day account delinquency on your February 10, credit report We would like to take this opportunity to remind you that all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the 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 your 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, that is the reason why CMS reported the thirty (30) day delinquency on your January 1, mortgage payment to the credit reporting agencies Additionally, pursuant to the Consumer Financial Protection Bureau (“CFPB”) guidelines, we have suppressed your credit reporting for sixty (60) days upon receipt of your complaintIn other words, your complaint was received on May 5, and the sixty (60) days will expire on July 5, As a result, CMS will report your account status and payment history to the credit reporting agencies in July of Based on the foregoing investigation and review of your account, we are unable to find any evidence of wrongdoing on CMS’s behalfContrary to your allegations, our records are clear that CMS has properly serviced your account pursuant to the terms of your mortgage loan agreement and in accordance with applicable law and program guidelinesLastly, please know that CMS is obligated by federal law to provide timely and accurate credit reporting with regard to your account status and payment historyAs a result, we submit that all of the information reported to the credit reporting agencies is correct and properly reflects your account status and payment historyCorrespondingly, CMS respectfully denies your request to remove the thirty (30) day delinquency reported on your account to the credit reporting agencies In closing, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8: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 [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] ***

April 13, [redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] Complaint I.DNo.: [redacted] Dear Mrand Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on March 27, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As we understand your complaint, you state that after your loan was paid in full, CMS received a refund from your tax agency and began efforts to return the property tax refund to youYou express dissatisfaction with the efforts CMS made to return the endorsed refund check to you and note that when you attempted to deposit the property tax refund check, you discovered that a stop payment was placed by the issuer which prevented you from depositing the checkYou are requesting CMS to take the necessary actions to ensure the property tax refund is issued to you as soon as possible A review of our records shows that August 10, 2016, CMS disbursed funds in the amount of $from your escrow account to Pierce County for the payment of your semi-annual property taxesCMS, as your loan servicer, was responsible for the payment of your property taxes as your Federal Housing Administration (“FHA”) insured loan required that you pay monthly amounts for the payment of property taxes and hazard insuranceWe understand that about that same time, you were actively attempting to refinance the property and that your new lender may have also paid your property taxes during that process On August 23, 2016, CMS received funds in the amount of $26,to be applied to your loanThat same day, CMS applied $26,to satisfy your outstanding principal balance, $was applied to the interest due, and the remaining $was applied to the recording fee assessed in connection of recording the satisfaction of lien documentation with Pierce CountyAfter the application of the payoff proceeds to your loan, you had an escrow account balance remaining in the amount of $On or about September 7, 2016, CMS issued you an escrow refund check (number 110568) in the amount of $which fully settled your loan On September 9, 2016, CMS’s Tax Vendor received a refund check from Pierce County in the amount of $as your property taxes were also paid by your new lender during the refinance processTo be clear, the duplicate payment by your lender caused an overpayment of your property taxesCMS’s Tax Vendor deposited the refund check from Pierce County and in turn, issued a check made payable to CMS to further process the refundIn circumstances like this it is common in the loan servicing industry for a servicer to endorse the refund check and send the endorsed check directly to the borrowerThis action is taken to expedite the refund process and is a customary practice in the loan servicing industry Upon receipt of your complaint, we acknowledge that CMS and its Tax Vendor missed opportunities to issue the property tax refund due to you in a more efficient and convenient mannerAccordingly, CMS’s Customer Advocate Department began taking the necessary actions to investigate the matter and to ensure that a new property tax refund check is being issued to you as soon as possibleWe would like to take this opportunity to sincerely apologize to you for any inconvenience you may have experienced while attempting to resolve the issue On April 6, 2017, I personally contacted you and apologized for the issue at hand and informed you that I would personally work to resolve the issue as soon as possibleI acknowledged the events that led up to your complaint being filed and inquired whether you were assessed any fees from your banking institution in connection with the stop payment that was placed on the most recent check that was sent to youYou explained that fees were assessed; however, the amount was minimal and was not of concern to youIn response, I explained that CMS wished to fully resolve the issue and would reimburse you for any fees you incurred as a result of the stop payment being placed on the refund checkThat same day you sent me information showing that your banking institution charged you a Returned Item Deposit Fee of $ Over the following days, CMS continued to work with its Tax Vendor to process and issue the refund and reimbursement totaling $The $was made up of the property tax refund of $plus the Returned Item Deposit Fee of $On April 11, 2016, I contacted you and explained that CMS was preparing to issue the refund/reimbursement check to you and that the check would be sent to you via overnight mailDuring this phone conversation, you directed me to send the refund check to you at the property address as I explained CMS was unable to send overnight mail to your mailing address which was a P.OBoxPlease be advised that the refund/reimbursement check will be made payable to you and is scheduled to be mailed to you on or before Friday April 14, via overnight mail In closing, CMS would like to again sincerely apologize to you for any inconvenience you may have experienced in connection with being refunded for the duplicate payment of your property taxesWe thank you for bringing this matter to our attention and for affording CMS the opportunity to take the appropriate actions to refund the property tax amounts due to you and to fully reimburse you for any fees assessed by your financial institution in connection with the stop payment We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Eastern Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-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 (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 immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

August 12, [redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] Complaint I.DNo.: [redacted] Dear [redacted] *** [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (‘Revdex.com”) regarding the above-referenced loan received in our office via email on July 20, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As you are aware, our Customer Advocacy Department originally received an inquiry from the Consumer Financial Protection Bureau (“CFPB”) on July 17, which raises the exact same issues as this complaintAccordingly, the loan was researched and a response was sent to you by CMS via the CFPB Portal on August 12, 2015, a copy of which is included here for your ease of reference After a thorough review of your most recent correspondence, CMS is unable to identify any new issues that have not been previously addressed in detail by CMS as your most correspondence appears to be substantially similar, or even identical to correspondence previously addressed by CMS; accordingly, no further response from CMS is requiredMoreover, because we have now addressed these issues on multiple occasions, CMS will not respond to future correspondence raising substantially the same or identical claims We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Eastern Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or 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 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] *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 the Customer Service Department at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [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] NEW YORK: New York City Department of Consumer Affairs License Number This Collection agency is licensed by the City of Buffalo license numbers: & For New York residents: You may file complaints about CMS with the New York State Department of Financial ServicesYou may obtain further information from the New York State Department of Financial Services by calling the Department’s Consumer Assistance Unit at [redacted] or by visiting the Department’s website at www.dfs.ny.govCarrington Mortgage Services, LLC is registered with the Superintendent of the New York State Department of Financial Services

September 3, [redacted] , TN RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] , TN Complaint I.DNo.: [redacted] Dear Mrand Ms [redacted] : The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on August 25, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As you are aware, our Customer Advocacy Department originally received an inquiry from you via the Revdex.com on July 29, which raises the same issues as this complaintAccordingly, the loan was researched and a response was sent to you by CMS on August 19, A copy of that complete response is included here for your ease of reference After a thorough review of your most recent correspondence, CMS is unable to identify any new issues that have not been previously addressed in detail by CMS as your most correspondence appears to be substantially similar, or even identical to correspondence previously addressed by CMS; accordingly, no further response from CMS is requiredMoreover, because we have now addressed these issues on multiple occasions, CMS will not respond to future correspondence raising substantially the same or identical claims We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Eastern Time Sincerely, [redacted] CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or calling [redacted] Please include your loan number on all pages of 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] -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 the Customer Service Department at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [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] TENNESSEE: This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance

Dear Mr [redacted] :The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on January 15, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry.As we understand your complaint, you state that you called CMS to inquire about a $fee which was included in your mortgage statementFurther, you state that the CMS Customer Service Department confirmed that the fee was associated with a propertyinspection completed on your homeYou then state that when you requested that the inspection fee be waived, CMS declined your requestAs a result, your desired resolution is for CMS to apologize for assessing the inspection fee, refund the $inspection fee assessed to your account and issue refunds to all other borrowers that were assessed a fee under such circumstances.As a preliminary matter, the servicing of this loan was transferred from [redacted] (“***”) to CMS on or about December 3, Attached for your ease of reference is a copy of the December 4, Notice of Service Transfer (“Hello Letter”)sent to you by CMS that notified you of the service transferAt the time of the service transfer, your loan was contractually due for theDecember 1, payment in the amount of $835.49.Please note that on October 10, 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 disasterFor your knowledge, please note that CMS does not assess any late fees or report any negative credit reporting to the credit agencies during the disaster declaration periodEnclosed please find a copy of the NDDL for your ease of reference.On November 4, 2015, CMS ordered a property inspection to determine whether the property was impacted by any severe weather and to protect the security interest in the property.A copy of the property inspection invoice is attached for your ease of referenceAt the time this property inspection was ordered, your property was recognized as being located in a federally declared disaster area.A review of our records confirms that CMS assessed a property inspection fee in the amount of $to your loan.Thereafter, on December 3, you submitted a request for a Payoff Statement through the CMS Loan Servicing Website (“LSW”).You requested that the Payoff Statement be provided via email to [redacted] ***Later, on December 7, CMS provided the requested Payoff Statement via email to [redacted] .On December 21, 2015, you spoke with the Customer Service Department to inquire regarding the property inspection fee of $that was included in the Payoff StatementThe CMS representative confirmed that a property inspection fee was assessed to your loan, but,despite her best efforts, failed to realize it had been assessed in errorDuring this conversation you requested that CMS provide you a copy of the Note/Security Instrument which supported the assessment of a property inspectionThe CMS representative then opened are search request to have a copy of the Note/Security Instrument you signed at the closing of your loan mailed to youOn December 22,2015, CMS mailed you a copy of the Note/Security Instrument signed at the closing of your loanThereafter, on December 31, our records indicate that your loan was paid in full.On January 13, 2016, you again spoke with a CMS representative and again expressed your concern regarding the $inspection feeYou also confirmed that you had received a copy of the documents CMS mailed to you on December 22, 2015, and advised you were not satisfied with the December 22, response.As a result of our investigation, CMS has agreed to refund you the $property inspection fee which will follow under separate cover.Please do allow up to fourteen (14) days for CMS to process the property inspection refund checkDespite our best efforts, CMS failed to recognize the inadvertent error prior to you paying your loan in fullConsequently, we would like to thank you for bringing this matter to our attention, and ask that you accept our sincerest apologies for any inconveniences you may have experienced as a result of thisinadvertent errorMoreover, we are happy to confirm that, to our knowledge, no similarly situated customers were charged such a fee erroneouslyIn the event any other such errors are discovered in the future, CMS will of course issue refunds as appropriate.We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Eastern Time.Sincerely, [redacted]

April 27, ORIGINAL response SENT VIA regular mail [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Co-borrower: [redacted] Property Address: [redacted] , [redacted] Dear Mr& 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 March 31, 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 inquiryAs we understand your complaint, you state that you called CMS to inquire about the increase in your monthly escrow payment and that the representative who assisted you during the phone call was unable to answer all of your questionsYou asked to be transferred to a supervisor and you allege that the phone call was terminatedAs a result, you believe that CMS’s actions and servicing of your loan are unprofessionalConsequently, your desired resolution is for CMS’s Escrow Department to provide you with a detailed explanation with regard to your escrow analysis and new monthly escrow paymentAs a preliminary matter, please be advised that the Real Estate Settlement Procedures Act (“RESPA”) requires that an escrow analysis be completed within sixty (60) days following the effective date of a service transferOn this particular account, our servicing notes indicate that your loan was transferred from [redacted] , [redacted] (“***”) to CMS on April 2, 2015; thus, an escrow analysis needed to be completed on or before June 2, Furthermore, it is important to note that the analysis of your escrow account does not impact your interest rate of 5.375% or your monthly principal and interest payment in the amount of $1,On May 27, 2015, our records indicate that CMS completed the first escrow analysis on your account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”)For your reference, 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 city taxes would be $1,709.62, your yearly school taxes would be $4,189.09, your yearly Federal Housing Administration (“FHA”) mortgage insurance premium would be $984.84, 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 $7,759.55, which if spread over a twelve (12) month period is equal to approximately $every monthPlease note that a mortgage servicer is permitted by law to collect an escrow cushionAn escrow cushion is a minimum amount of money held in your escrow account to prevent the escrow balance from being overdrawnThe reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in your escrow accountBecause escrow items remain your responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available fundsSpecifically, 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 consumers, CMS encourages you to visit the U.SDepartment of Housing and Urban Development website at [redacted] Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for the 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 city taxes, your yearly school taxes, and your yearly homeowners insurance premiumCMS does not include the disbursement for your yearly FHA mortgage insurance premium in the collection of the 1/6th monthly escrow cushion amountCorrespondingly, the total escrow cushion that CMS may collect is $1,129.10, which represents approximately two (2) months of escrow paymentsBased on the calculations from the May 27, AEADS, your low point escrow balance was -$As a result, in order to reach a low point escrow balance of $1,129.10, 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 would have been 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 $154.01, from $1,to $1,On March 18, 2016, CMS reanalyzed your escrow accountIt is important to understand that CMS reanalyzed your escrow account pursuant to the regular escrow analysis schedule for your stateFor the State of New York, CMS performs an escrow analysis on March of each yearBased on the calculations from the March 18, AEADS, your projected escrow activity for your escrow cycle beginning May 1, and ending April 30, were calculated to be $9,More specifically, the AEADS projected that your yearly city taxes would be $2,070.22, your yearly school taxes would be $5,127.50, your yearly FHA mortgage insurance premium would be $966.24, and that your yearly homeowners insurance premium would be $876.00, which if spread over a twelve (12) month period is equal to approximately $every monthWhile your projected yearly homeowners insurance premium did not change from the original escrow analysis, please note that your yearly city and school taxes did changeSpecifically, your city taxes increased by $360.60, from $1,to $2,070.22, and your school taxes increased by $938.41, from $4,to $5,For your reference, attached hereto as Exhibit “B” please find a copy of the March 18, AEADSOn the March 18, escrow analysis, your low point escrow balance was -$As a result, in order to reach a low point escrow balance of $1,345.62, 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 May 1, paymentResultantly, that is the reason why your overall monthly mortgage payment increased by $106.33, from $1,to $1,As of the date of this correspondence, your payment history reflects that your loan is paid through May of The next payment due is scheduled to be paid on June 1, in the amount of $1,If you would like to view your recent payment activity, download a copy of your most recent billing statement or escrow analysis, or make a payment, CMS encourages you to log in to your online account by visiting https://carringtonms.comPlease note that by accessing your online account you will be able to view your monthly mortgage statements more quickly than waiting for a physical copy to arrive in the mailFinally, CMS sincerely apologizes for any perceived unprofessional customer service you believe you may have received from our representativesRest assured that CMS strives to accommodate all reasonable customer expectations and resolve all customer requests as timely as possible Based on the foregoing investigation and review of your account, we find no evidence of wrongdoing on CMS’s behalfWhile we understand you would have preferred a different outcome, we respectfully submit that the collection of the escrow cushion is permitted by law and common within the mortgage industryTherefore, CMS will continue to comply with federal law and collect the allowable escrow cushionNevertheless, 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] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific TimeSincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8: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 [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] *** [redacted] ***: New York City Department of Consumer Affairs License Number This Collection agency is licensed by the City of Buffalo license numbers: & City of Yonkers Debt Collection Agency License Number: For New York residents: You may file complaints about CMS with the New York State Department of Financial ServicesYou may obtain further information from the New York State Department of Financial Services by calling the Department’s Consumer Assistance Unit at [redacted] or by visiting the Department’s website at [redacted] Carrington Mortgage Services, LLC is registered with the Superintendent of the New York State Department of Financial Services

I went through the process to refinance my homeAfter signing the paperwork in Feb 2016, I had to go back to the title company in April because the interest rate needed to be adjustedI signed new papers in April, dropping my interest rate to 3.75% and a payment of, I believe, $It is now October, and my statement still does not reflect the changes that should have occurred months agoI contacted Carrington through their phone customer serviceI was told to fax a request to have the interest researchedI don't own nor do I have access to a fax machineI have a mailing label showing the paperwork was overnighted to [redacted] ***The package was signed for on 04/26/at 9:by [redacted] Where is the paperwork, and why was it not immediately filled? I shouldn't have to chase down access to a fax machine in order to correct an error that I already gave Carrington months to fix