Carrington Mortgage Services LLC

June 30,2015 [redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] , [redacted] Complaint I.D. No.: [redacted] Dear Mr. [redacted] and Ms. ***:The Customer... Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint filed with the RevDex.com ("BBB") regarding the above-referencedloan received in our office via email on June 4, 2015. CMS is committed toresponsible lending and servicing and we would like to address any concerns you may have. Thefollowing 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] , [redacted] ("***") to CMS on April 2, 2015.On April 6, 2015, CMS issued you the attached Notice of Service Transfer ("Hello Letter")notifying you of the service transfer to CMS. At the time of the service transfer your loan wascontractually current and showing due for the May 1, 2015 mortgage payment.As a preliminary matter, CMS understands that you have raised certain claims against the loanservicing practices of [redacted] as well as claims against [redacted] ("NSM"). BecauseCMS is unable to comment on behalf of [redacted] or NSM, CMS respectfully encourages you todirect any complaints regarding those parties to each of those parties directly.It is important to note, that while CMS began servicing the loan as of April 2, 2014, the RealEstate Settlement Procedures Act ("RESPA") at 12 USC§ 2605(d) prevents CMS from treatingany payment as late for any purposes until the expiration of sixty days after the effective date ofthe servicing acquisition. This sixty day period is specifically intended to allow borrowerssufficient time to replace any payment that may have been sent to the prior loan servicer in error.A review of our records found that you initially contacted CMS on May 21, 2015 and during thisphone conversation you requested the CMS representative to provide you with the address ofCMS's publicly available website. The CMS representative promptly provided you your newloan number and directed you to CMS's online website address of www.CarringtonMS.com.You notified the CMS representative that you would be making your May 1, 2015 mortgagepayment via CMS 's no-cost online payment system shortly after this phone conversation.In order to access CMS 's no-cost online payment system to make a payment, you were requiredto acknowledge and agree that you would be responsible for all information you entered withinCMS's website. For your ease of reference, this disclaimer is outlined below. ACCURACY OF INFORMATION AND USE OF YOUR PASSWORD(S) By entering or submitting information to this website, you represent that all information entered or submitted is true, accurate, current and complete, and that you have the authority to enter or submit such information and authorize the transaction(s) for which you enter or submit the information. You must maintain the confidentially of your site password(s). You will be responsible for all information entered or submitted under your site password(s). You must immediately notify Carrington Mortgage Services, LLC if you become aware of any unauthorized use of your site password(s). (Emphasis added.)Later that day, CMS received a payment from you in the amount of $930.68 via CMS's onlinepayment system which was initially applied to the May 1, 2015 mortgage payment. Tomemorialize the payment transaction, CMS's website provided you with a payment confirmationnumber of [redacted] and the attached notice was sent to you also memorializing the onlinepayment transaction. It is important to note that the routing number you entered into CMS'swebsite for this transaction was [redacted] and the checking account number you entered was [redacted] . Attached for your ease of reference is a copy of the online [redacted] ***Speedpay payment transaction.On May 28, 2015, CMS received notification from your banking institution that May 21, 2015online payment was returned unpaid because the payment information you entered within CMS 'sonline payment system was incorrect and therefore your account was unable to be found in orderto be debited. The same day, CMS issued you the attached Returned Payment Notice thatinformed you that the online payment was returned because your account was not found. Thisreturned payment brought your loan due for the May 1, 2015 mortgage payment.CMS has no record of any telephone conversation with you on May 28, 2015 or on May 29,2015; however, on May 29, 2015, you accessed CMS's online payment system and made a newpayment in the amount of $930.00. During this online payment transaction, you entered arouting number of [redacted] and a checking account number of [redacted] , which wasthe same incorrect routing number and checking account information that you provided duringthe May 21 , 2015 online payment transaction.To memorialize this payment transaction, CMS's website provided you with a paymentconfirmation number of [redacted] and the attached notice was sent to you on May 29, 2015.Attached for your ease of reference is a copy of the May 29, 2015 online [redacted] ***Speedpay payment transaction.On June 4, 2015, you contacted CMS and questioned why the May 21, 2015 payment wasreturned unpaid by your fmancial institution. The CMS representative notified you that theinformation you entered within CMS's online payment system on May 21, 2015 was incorrect,which caused the payment to be returned. That same day, CMS was notified that your May 29,2015 payment was returned unpaid by your financial institution as the payment information youentered within CMS online payment system on May 29, 2015 was incorrect and therefore youraccount was unable to be debited.Also on the same day, CMS issued you the attached new Returned Payment Notice informingyou that the May 29, 2015 online payment was returned because your account was not found.This returned payment again brought your loan due for the May 1, 2015 mortgage payment. Inlight of this information, CMS respectfully disagrees with your claim that CMS did not notifyyou of the returned payments. In fact, CMS's research shows that you were notified of thereturned payments the same day that CMS was made aware that the payments were returnedunpaid.Later on June 4, 2015, our records show that you accessed CMS's online payment system andmade a new online payment in the amount of $1,861.36. It was during this online payment thatyou entered a routing number of [redacted] and a checking account number of [redacted] which is not the same checking account information that you entered in the two previous onlinepayments. These funds were applied to the May 1, 2015 and June 1, 2015 mortgage payments.CMS has no indication that you entered the incorrect information into CMS's website during thispayment transaction.After making the online payment on June 4, 2015, CMS's website provided you with a paymentconfirmation number of [redacted] and the attached notice was sent to you memorializing theonline payment transaction. Attached for your ease of reference is a copy of the June 4, 2015online [redacted] payment transaction. On June 30, 2015, CMS received andapplied your July 1, 2015 mortgage payment.A review of our records found that CMS has not received any further contact from you as of thedate of this letter. Currently, your loan is contractually current and showing due for the August1, 2015 mortgage payment. CMS would like to take this opportunity to notify you that althoughthe May 1, 2015 payment was received by CMS after the month in which the payment becamedue, CMS has not reported derogatory information to the credit reporting agencies, nor has CMSassessed a late charge to your loan pursuant to the sixty day RESP A transfer period.Based on the foregoing, we believe the record is clear that after you entered incorrectinformation into CMS's online payment system on two separate occasions, CMS properlynotified you once CMS was aware that the payments were returned unpaid by your financialinstitution. Should you wish to further discuss any aspect of your loan, we encourage you tocontact CMS's Customer Service Department at [redacted] for further assistance.We trust that this communication addresses all of the concerns noted in the complaint. If youhave any further questions, please contact the undersigned at [redacted] , Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.Sincerely [redacted] Customer Advocate CC: RevDex.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , my loan information was changed, from what it should have been from the year agreementBut we are working toward correcting this issueI would like for my file to remain open until I am completely in agreement with the outcome Regards, [redacted] N.d

June 1, 2016 [redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] , [redacted] Complaint I.D.... No.: [redacted] Dear Mr. and Ms. ***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the RevDex.com (“BBB”) regarding the above-referenced loan received in our office via email on May 17, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry. As we understand your complaint, you state that you filed for protection under a Chapter 7 Bankruptcy approximately five years ago and that you did not reaffirm the debt before the mortgage debt was discharged. You explain that the servicing of your loan was transferred to CMS approximately a year ago and that you have received monthly mortgage statements from CMS until April 2016. Your complaint goes on to express dissatisfaction with the level of customer service you received from CMS while attempting to have CMS resume sending you monthly mortgage statements. The resolution you are requesting is for CMS to send you a mortgage statement every month. As you know, the servicing of your loan was transferred from [redacted] (“***”) to CMS on April 2, 2015. On April 6, 2015, CMS issued the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS. A review of our records found that you filed for protection under a Chapter 7 Bankruptcy, case number [redacted] on December 17, 2009. On March 16, 2010 the courts granted your request to discharge all secured and unsecured debts listed on your original petition. As you did not reaffirm the mortgage debt prior to obtaining the discharge, you were no longer personally liable to repay the discharged debt; however, the discharge did not extinguish the lien on the subject property. As such, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. Please allow us to apologize that you did not receive monthly statements for a period of time. In a routine internal review, CMS identified a potential weakness relating to the preparation of monthly mortgage statements for borrowers who were the subject of a previous bankruptcy filing. Out of abundance of caution, and to protect our borrowers’ interests, CMS made the business decision to briefly cease sending mortgage statements to such borrowers, which is why you received no mortgage statement from CMS during the month of April 2016. Please be advised that CMS has since resolved the underlying issue and has resumed sending you mortgage statements effective as of May 17, 2016. A copy of the mortgage statement that was sent to you on May 17, 2016 is included here for your ease of reference. CMS would like to take this opportunity to sincerely apologize for any inconvenience you may have experienced due to the brief suppression of sending mortgage statements to you during the month of April 2016. Regarding the alleged poor customer service and communication you received from CMS, an investigation concerning your allegations will be conducted by CMS and CMS will take whatever action necessary in light of our findings. CMS is sorry if you feel that your call was not as important as other calls that CMS’s Bankruptcy Department was handling at the specific time of your call. To clarify, it was not that your call was not important to CMS; rather, it may have been that all Bankruptcy Department representatives were unavailable to take your call at that moment because all bankruptcy representatives were already on phone calls at the moment you desired to be transferred. Nevertheless, we sincerely apologize if the level of customer service you received from CMS did not meet your expectations. Please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service Research Department, [redacted] or fax your correspondence to [redacted] . Based on the foregoing, we believe the record is clear that CMS has resumed sending you mortgage statements as you have requested. Should you wish to further discuss any aspect of the mortgage loan, we encourage you to contact CMS’s Customer Service Department at [redacted] for further assistance. We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time. Sincerely, [redacted] Customer Advocate CC: RevDex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] . Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/. -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney. -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations. -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States. -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] . You can also contact the CFPB at [redacted] , or by going to [redacted] . -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580. -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] . -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted] ***.

Loan# [redacted] I applied for a modification on the above referenced loan 09/19/ I made my payment for September on 09/30/as I make my payment every month late on the last day of the month To my dismay as of 10/3/Carrington had not posted my payment so I called to find out why I was told it was not posted because I had applied for a modification and they hold payments when your account is being reviewed for modification I asked will this be reported to my credit bureau as days past due and I was assured it would not I was even asked by a representative named [redacted] if I am not 30days past due why am I applying for a modification anyway Well surprise , surprise Carrington did in fact report me as being days past due for September as I had feared they would I was told to fax a copy of my credit report showing this to [redacted] I faxed this on the 12th and 15th of October

September 15, [redacted] RE: Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] , [redacted] Complaint I.DNo.: [redacted] Dear Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on August 30, 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 express dissatisfaction that CMS reported your July 1, mortgage payment as being paid thirty days late after you submitted that payment at 11:P.MEastern Standard Time (“EST”) via CMS’s online payment system on Saturday, July 30, You state that CMS advised you the payment initiated on July 30, was posted to your loan the next business day because the payment was submitted after the online payment system’s cut-off time of 11:P.MESTYou further state that CMS improperly credited that payment to your loan on Tuesday, August 2, The resolution you desire is for CMS to remove the derogatory credit reporting for the July 1, mortgage payment As a preliminary matter, CMS would like to take this opportunity to remind you that your mortgage payments are due on the first day of each month as outlined within the attached NoteIf the full contractual mortgage payment is not received by CMS on or before the sixteenth day of the month, a late fee may be assessed to your 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 our records shows that the first payment due under your Federal Housing Administration (“FHA”) insured loan became due on April 1, CMS has confirmed that timely mortgage payments were received from you and applied to your loan through the month of September However, beginning in October 2015, CMS began receiving monthly mortgage payments from you after the sixteenth day of the month with a majority of the mortgage payments being received towards or on the last day of each monthFor your ease of reference, a summary of your loan payment history is outlined below Payment Due Date Amount Paid Date Received April 1, $2, April 2, May 1, $2, May 6, June 1, $2, June 5, July 1, $2, July 8, August 1, $2, August 15, September 1, $2, September 14, October 1, $2, October 22, November 1, $2, November 30, December 1, $2, December 30, January 1, $2, January 28, February 1, $2, February 29, March 1, $2, March 30, April 1, $3, April 26, May 1, $2, May 25, June 1, $2, June 30, July 1, $2, August 1, August 1, $2, August 31, As you know, you accessed CMS’s Loan Servicing Website (“LSW”) on July 30, and submitted a no-cost online payment at 11:05:P.Mon Saturday July 30, to satisfy the payment that became due on July 1, In order to submit mortgage payments to CMS via its no-cost online payment system, you are required to successfully lto the LSW and click the “Make a Payment” option in the left margin of that screen which directs you to a page that provides you with online payment detailsIncluded with those disclosures is the following notice: “Payments submitted after 11:p.mEastern Time / 8:p.mPacific Time or on Sundays will be processed the next business day.” In order to continue on to make a payment, you were required to click the “Make a Payment” option at the top of the “Online Payment Details” page and after doing so, you were directed to the “Terms and Conditions” of the websiteIn order to access the [redacted] Payment System, you were required to agree to the Terms and Conditions of the website, one of which again notified you that “Payments made after 11:P.MEastern Time or on a day other than a business day are processed the next business day.” It was only after you agreed to the Terms and Conditions of the website that you were directed to a page to enter your banking informationA copy of the Terms and Conditions for the website is attached here for your ease of reference Because you submitted your July 1, mortgage payment to CMS on Saturday, July 30, at 11:05:P.MEST, which was after the 11:P.MEST cut-off time, that payment was processed and posted to your loan the very next business day which was Monday, August 1, For that reason, the payment was in fact received thirty days lateCMS is uncertain as to why you claim that the payment was credited to your loan on August 2, as we have confirmed that the payment was applied to your loan on August 1, In light of the above, CMS respectfully submits that the payment information transmitted to the credit reporting agencies for your July 1, mortgage payment was accurate Nevertheless, upon receipt of you complaint and after taking all factors into consideration, CMS has made the business decision to suppress the credit reporting for your July 1, payment as an expression of our commitment to the highest standards of customer satisfactionThis decision supersedes any prior determination made by CMS in connection with the July 1, credit reportingThis action has been undertaken voluntarily by CMS without admission of fault or liability, and solely to demonstrate our dedication to the well-being of the consumers we serveAttached is a copy of the Automated Universal Data (“AUD”) form CMS sent to the major credit reporting agencies on September 8, which was also provided to you via email that same day Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error Based on the foregoing, we believe the record is clear that although CMS received your July 1, mortgage payment thirty days after the payment became due, CMS has suppressed the derogatory credit reporting for that month as an expression of our commitment to the highest standards of customer 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 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 -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/ -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] ***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, [redacted] Where to begin with all the lies! I have in fact faxed over all my document that was sent to me from ***,you stated I LIED and never faced over my paperwork. If you are so great in details where is the log where I called and was told you had received my paper work and it was still being reviewed. Now the 210 isn't for inspection fees? It's an advance fee? This has been the worst horrible customer service I have received. If you would have a number to contact and speak to you I would have called and made sure you received the paper work but when I call I am told all I can do is fax it over and wait. I still have my confirmation paper and would be happy to fax it again so I can be told wait another 30 days to recieve another nasty letter from you. Where is the proof you spoke to ***? I have the paperwork they fax me. If you can show me that I will be happy to let it go and pay what I am owed. I do have the letter that [redacted] sent me showing my lower payment which I would be happy to refax again

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 as long as they do what they have said and send me the most updated information reflecting the adjustments I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Our loan was transferred to Carrington Mortgage in July from [redacted] The company alleged we owed more than months worth of mortgage payments prior to them receiving it (March thru August) We filed bankruptcy in March of and the monthly payment for march was covered in the bankruptcy We began repaying our mortgage in April and have paid faithfully since, with payments going to [redacted] , and three going to Carrington Carrington has a record of only payment being received by them, and no other They say we owe more than $which we don't as we have records that ALL mortgage payments have been paid We spoke with Carrignton regardng this issue more than a month and a half ago, and they assured us they were doing their own internal inquiry to [redacted] to get confirmation of payments We also mailed in proof of the payments to [redacted] and now finally we get a letter date 9/7/that we still owe from April Carrrington doens't even hav

July 27, [redacted] RE: Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] , [redacted] Complaint J.DNo.: [redacted] Dear Ms***:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the above-referencedloan received in our office via email on July 6, CMS is committed toresponsible lending and servicing and we would like to address any concerns you may haveThefollowing is our response to the issue(s) raised in the inquiry.As we understand, you state that after you sent your June 1, mortgage payment to CMS,you called CMS and followed the instructions to send CMS additional funds to be applied toreduce your principal balanceUpon receipt of the funds intended for your principal balance,CMS did not apply the principal payment as you instructedYou contacted CMS on June 12,and after being placed on an extended hold, you requested CMS to apply the payment asyou intendedYou state that the reapplication of your principal payment was not completed asof July 6, which was the date that you filed the Revdex.com complaint.At the outset, please note that the servicing of this Federal Housing Administration ("FHA")insured loan was transferred from Bank of America N.A("BANA") to CMS on April 2, 2015.On April 6, 2015, CMS issued you the attached Notice of Service Transfer ("Hello Letter")notifying you of the service transfer to CMSAt the time of the service transfer your loan wascontractually current and showing due for the April 1, mortgage payment in the amount of$1,337.71.A review of our records found that on April 9, 2015, CMS received funds in the amount of$1,That same day, CMS applied these funds to the April 1, mortgage paymentOnMay 7, 2015, CMS received and applied your May 1, mortgage payment in the amount of$1,337.71.On May 20, 2015, CMS completed the initial analysis of your escrow account and issued you theattached escrow analysisThe escrow analysis determined that your escrow account containedan escrow shortage in the amount of $1,The escrow shortage was spread over a twelvemonth period and resulted in an increase to your mortgage payment effective with the July 1,paymentFor your ease of reference, the July 1, mortgage payment is outlined belowPrincipal and Interest: $ Base Escrow Collection: $ Monthly Escrow Shortage: $ July 1, Payment $ 1,343.21On June 5, 2015, CMS received and applied your June 1, mortgage payment in the amountof $1,After the application of this payment, your outstanding principal balance was inthe amount of $97,061.44.On June 8, 2015, CMS received funds in the amount of $5,CMS is able to confirm thatthese funds were initially applied to the July 1, through September 1, payments in theamount of $1,each and the remaining $was applied to your principal balanceOnJune 12, 2015, you contacted CMS and requested that the $5,be applied to your principalbalance as you indicated on your form of paymentThe CMS representative then opened a taskto CMS's Cashiering Department to have the funds applied as you originally intendedOn July4, 2014, CMS received and applied your July 1, mortgage payment in the amount of$1,343.21.On July 6, 2015, you contacted CMS to determine whether your principal payment of $5,000.00was applied correctlyBecause you were dissatisfied with the fact that the CMS representativenotified you that the payment correction was not yet completed and would take additional time tocomplete, you asked to speak to a supervisorRegretfully, the CMS representative's supervisorwas unavailable to take your call at that momentAfter waiting for the supervisor to becomeavailable, the CMS representative transferred your call to his supervisorAs we understand, thecall was then disconnected.CMS is uncertain as to which party may have inadvertently disconnected the phone call, or if thetermination of the call may have been due to loss of receptionNevertheless, CMS would like totake this opportunity to sincerely apologize for any inconvenience you may have experience dueto the time that your call was placed on hold and for any part CMS may have had in your phonecall being disconnected.CMS is able to confirm that the principal payment received on June 8, in the amount of$5,was applied as you intended on July 6, This application of funds reduced youroutstanding principal balance from $97,to $92,This principal payment wasapplied as of the original date of receipt which was June 8, As of the date of this letter,your loan is showing due for the August 1, mortgage payment with a principal balance inthe amount of $91,which was further reduced after the principal portion of your July 1,mortgage payment in the amount of $was applied.CMS is pleased to inform you that CMS has recently enhanced its Loan Servicing Website("LSW") to enable borrowers to make additional online payments to the unpaid principal balanceor to escrowShould you wish to make future payments towards your principal balance or toyour escrow account, you may access CMS's LSW at [redacted] Attached foryour ease of reference is a copy of your loan payment history as well as the loan servicingsystem payment codes and definitions.Based on the foregoing, we believe the record is clear that CMS has applied all funds receivedfor you loan as you originally intendedAgain, CMS sincerely apologizes for any inconvenienceyou may have experienced due to the unintentional clerical error that resulted in misapplicationof your principal paymentShould you wish to further discuss any aspect of your loan, weencourage you to contact CMS's Customer Service Department at [redacted] for furtherassistance.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at [redacted] , Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.Sincerely, [redacted] CC: Revdex.com

#WORST CUSTOMER SERVICE EVER!!! If I could leave a score of no stars I wouldI recently had a claim on my property and the insurance company had finally issued a check to me to resolve the issue but low and behold the check is also issued to Carrington MortgageIt initially took minutes to call in and find out they I needed to send the check to them so they could endorse the check and send it back to me and that I had to file a claim with them???? So now I run the risk of allowing further damage to the residence because of them delaying the process....Why are they getting involved with my insurance that they don't pay for???? I was advised they would email the claim form to me and it would be received within 2-minutesGee whizhours later I have to call them back and minutes later to find out that when I spelled my email address they still didn't enter in correctlyI had to provde a secondary email address to ensure that I finally received the documentation I want to apologize for all other customers that were patiently waiting for one of the customer service representatives to assist them while what should have been a simple matter took way to long to complete Hopefully I wont be experiencing the same issue as Ellie from the 8/post but I wont hold my breath

February 10, Sent via the Revdex.com Portal and U.SMail: [redacted] RE: Case Number: [redacted] Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] Dear Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) and received in our office on January 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 As we understand your complaint, you contend that you have left voice mails and sent faxes asking for a return telephone call from a Manager in the Home Retention DepartmentIn addition, you feel that some of CMS’s customer service representatives have been rude to you and sometimes provided you with incorrect informationYou are requesting a return call from a Manager in the Home Retention Department Our records indicate that your Federal Housing Authority (“FHA”) insured loan was modified on or about May 8, Under the terms of your loan modification, your new principal and interest payment is $297.21, beginning with your June 1, payment After your loan was modified, CMS received several mortgage assistance applications from youCMS reviewed each application for consideration under the FHA Home Affordable Modification Program (“HAMP”)The FHA-HAMP review process follows the United States Department of Housing and Urban Development (“HUD”) guidelines that govern FHA loans HUD sets forth strict guidelines regarding allowable loss mitigation options that require CMS to review loans in a specific order known as the “FHA Waterfall.” The order of the FHA Waterfall as directed in the HUD Mortgagee Letter 2012-is as follows: Forbearance Plan, Loan Modification, FHA-HAMP Loan Modification, Short Sale and Deed in Lieu of Foreclosure The first review was initiated on July 22, and resulted in a non-approval decision on August 28, The non-approval decision was issued because you did not submit a complete package to CMS on or before August 27, The second review was initiated on September 10, On or about October 20, 2015, CMS issued a non-approval decision because HUD guidelines do not permit a loan to be modified more than once within a twenty-four month periodThe third review was initiated on November 5, On or about November 30, 2015, CMS issued a non-approval decision because HUD guidelines do not permit a loan to be modified more than once within a twenty-four month periodPlease note that CMS included your student loan debt in its calculations because your records indicated that your student loan deferment would expire in January On or about December 10, 2015, you called CMS with your authorized third party, [redacted] , on the lineThe CMS representative explained that you were not eligible to receive a repayment plan under the Home Affordable Modification Program (“HAMP”) because your income was not sufficient to cure your arrearages within six monthsAfter learning that CMS may have included your student loan debt in the loan modification calculations, you stated that CMS should not have included these expenses in its calculationsYou requested to speak to Home Retention Department Manager [redacted] directly and address your appeal directly to himBefore ending the telephone call, the CMS representative explained that your appeal request would be reviewed by the first available Home Retention Department representative instead of Mr [redacted] On or about December 16, 2015, you faxed a written appeal letter to the CMS Home Retention DepartmentIn the appeal, you explained that your student loan debt should not be included as an expense because your debt gets deferred each yearOn or about December 30, 2015, CMS issued the enclosed Formal Appeal Notification, advising you that your appeal was denied On or about January 4, 2016, you called CMS to discuss your appeal decision and requested to speak directly with Mr [redacted] However, Mr [redacted] was unavailable to take your call so the CMS representative transferred you to Mr [redacted] ’s voicemail Shortly after we received your complaint, we contacted you to determine the full extent of the issues raised in the complaintDuring a January 15, telephone call, you explained that you fell behind on your mortgage payments due to an injury you sustainedYou also advised us that you began working with housing counselor [redacted] to prepare and submit a complete mortgage assistance application On or about January 22, 2016, CMS received your new hardship packageUnfortunately, CMS was unable to approve you for a modification or repayment planYou did not qualify for a repayment plan because your income was not sufficient to cure your arrearages within six months, and you did not qualify for a loan modification because HUD guidelines permit only one loan modification within a twenty-four month periodPlease note that CMS did not include your student loan debt or credit card debt in this review In the complaint, you state that CMS’s customer service representatives provided you with incorrect informationWe have reviewed our records, including call recordings, and could not find any indication that you were provided with incorrect informationYou also state that some of CMS’s representatives may have been rude to youAlthough we could not find any records indicating that CMS’s representatives were not courteous to you, we would like to apologize for any poor customer service or communication that you may have received Regarding your assertion that your voicemails and faxes to [redacted] went unreturned, please note that CMS’s representatives may be unable to return missed telephone calls if sufficient callback information is not provided to themFurthermore, our representative advised you during your December 10, telephone call that your appeal documents would be reviewed by the first available Home Retention Department representative instead of Mr [redacted] Notwithstanding the above, Mr [redacted] placed a courtesy call to you on February 8, During this telephone call, you advised Mr [redacted] that you were unable to recall if you provided your call back information in the voicemailAfter Mr [redacted] explained why you did not qualify for a formal repayment plan or loan modification, you requested that Mr [redacted] explain the same to your housing counselor, Mr [redacted] Mr [redacted] attempted to reach Mr [redacted] the same day; however Mr [redacted] was unavailable Your loan is now due for the June 1, paymentIf you wish to bring your loan current, you will need to send a payment for $5,to CMSFor your convenience we have enclosed a Reinstatement Quote, good through February 29, The funds will need to be sent via certified funds to the following address: Carrington Mortgage Services, LLC Attn: Cashiering [redacted] We trust that this communication addresses all of your concerns noted in the complaintCarrington Mortgage Services, LLC is committed to customer satisfaction and we look forward to resolving any concerns you may haveWe can be reached at [redacted] Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate Enclosures: Reinstatement Quote dated February 10,

.] 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 I request that this complaint be noted on Carrington mortgages' file so that potential customers are aware of their inadequacy and poor customer service if they chose to do business with them Regards, [redacted]

September 17, [redacted] RE: Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] Complaint I.DNo.: [redacted] Dear Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on August 11, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As we understand the complaint, you state that after you received notification that your insurance for the above referenced property was renewed, you contacted your insurance carrier and requested that Evidence of Insurance (“EOI”) be provided to CMS which was initially sent to CMS in June After you received a second notice from CMS requesting you to provide EOI, you had your insurance carrier provide you with a copy of the EOI that your insurance carrier previously sent to CMSYou state that CMS then purchased Lender Placed Flood Insurance (“LPFI”) even though you provided CMS with the information CMS had requested on the second page of the EOIYou are dissatisfied that CMS was unable to assist you in resolving your concerns with the LPFI 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 After receiving your complaint, CMS has completed a thorough review of our records and is able to confirm that CMS was in receipt of your EOI for the above referenced subject property as early as June CMS is able to confirm that due to an inadvertent clerical error, CMS failed to identify that the EOI that was provided to CMS contained supplemental pages which outlined all unit numbers including the unit number for the subject propertyDue to the unintentional clerical oversight, CMS purchased LPFI for the property CMS sincerely apologizes for any inconvenience you may have experienced due to the inadvertent clerical error and genuinely thanks you for bringing this matter to its attention and for allowing CMS the opportunity to resolve the issue Please be advised that CMS has completely refunded all LPFI that was purchased for the subject property in errorAttached you will find a copy of your new escrow analysis which was completed on September 17, This escrow analysis projects the total annual escrow disbursements for the loan to be in the amount of $1,469.42, which includes property taxes in the amount of $and the FHA Mortgage Insurance Premium (“MIP”) in the amount of $ Because CMS has removed and fully refunded all LPFI from your loan, the escrow analysis resulted in a decrease to your monthly mortgage payment from $1,to $effective with the October 1, mortgage payment, which is now less than the amount of your mortgage payment of $that was in place prior to the purchase of the LPFI that has now been refundedAs of the date of this letter, your loan remains contractually current and due for the October 1, mortgage payment in the amount of $Should you wish to further discuss any aspect of your loan, we encourage you to contact our 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] 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 [redacted] -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

So after my mortgage being at Bank of America for years, I learned it was transferred to Carrington Mortgage Services LLC I received my first invoice for payment less than days before it was due resulting in an online payment that cost an additional $ I signed up for automatic payments, which takes months to be effective in today's electronic world I pay extra principal each month I went with the bi-monthly payments The confirm page showed the mortgage P&I with escrow divided between the 1st and 15th of each month and the extra principal amount divided in half for each payment I then received a confirmation letter that stated everything above, but the extra principal payment amount was cut in half of what I requested When I called the customer service number they stated they do not have access to those numbers How can they not have access to my automatic payments when I set them up through their webpage? Customer service is less than helpful and fails to answer the question asked Even if they understand the question, the response is they don't have access to my mortgage account details Nice of Bank of America to sell this mortgage to this company so I can waste my time on the phone with them and my time refinancing just to get away from Carrington To be far to Carrington, this review is also being posted of Bank of America's review as they stated this entire process in motion

March 25, [redacted] C [redacted] Portland Road Aragon, GA RE: Complaint ID No: [redacted] Loan No.: [redacted] Property Address: [redacted] Dear Mr [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on January 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 claim that after the loan transferred to CMS you called CMS to make your October 1, payment, and during this call the CMS Representative informed you that you did not need to make a payment on your loan as you were set up on auto-draft, and your monthly payments would be auto-drafted from your bank every month You go on to say that, a month later you called CMS and attempted to make a payment as you believed your October 1, payment was still due; however, the CMS Representative informed you that no payments were due on your loan at the time Thereafter, you state that in March 2016, you received a billing statement from CMS that showed you owed two monthly payments, and when you called CMS to inquire about this, you were informed that your payment history showed you had been making the monthly payments to your loan thirty (30) days late since the loan transferred Lastly, you express concerns and dissatisfaction with CMS and its servicing of your loan, for providing you inaccurate information about your loan status, and for the erroneous report to the credit agencies that is negatively affecting your credit At the outset, please note that the servicing of this U.SDepartment of Agriculture (“USDA”) Guaranteed loan transferred from JPMorgan [redacted] Bank N.A(“***”) 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 Please note that, while CMS began servicing the loan on April 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date Upon review our records show that at the time of the service transfer your loan was showing contractually current and due for the November 1, payment Prior to the service transfer your prior servicer (“***”) had credited your loan with a payment on October 1, in the amount of $755.62, and this payment was applied to your October 1, payment in the amount of $ and $was applied to principal curtailment It is important to note that in the Hello Letter that was sent to you on September 23, 2015, CMS informed you that, if your monthly payment was being electronically drawn from your checking or saving account by your current servicer, CMS would attempt to have your payment continue to be electronically drawn from your checking or savings account and applied to your loan after the transfer On October 19, 2015, CMS sent you a billing statement that informed you the next payment due on your loan was November 1, 2015, and also informed you under the “Special Messages” section, that this statement was your records only, and that your payment in the amount of $would be made directly through the auto-draft system Attached for your ease of reference is a copy of this statement Thereafter, on November 1, 2015, CMS drafted a payment from your bank account in the amount of $755.62, and this payment was applied to your November 1, payment in the amount of $737.95, and $was applied to principal curtailment On November 2, 2015, CMS sent you a billing statement that showed this payment transaction, and also showed the next payment due on your loan was December 1, Attached for your ease of reference is a copy of this statement 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 This AEADS advised you that your monthly payment would change from $to $beginning with your January 1, paymentIn addition, this same day you called CMS and during this call you informed the CMS Representative that you wanted to set up auto-draft payments on your loan The CMS Representative informed you that you were already son auto-draft, and explained that he auto-draft process had transferred to CMS from your prior servicer and that your November 1, payment had been drafted accordingly, and the next payment scheduled to be drafted was on December 1, Additionally, you inquired about changing the draft date from the first to the fifth of the month The CMS Representative informed you that type of requested needed to be sent to CMS in writing and provided you the CMS Customer Service fax number to send your request Please note that we could not find any records that CMS received a request from you to change the draft date Subsequently, on December 1, 2015, CMS drafted a payment from your bank account in the amount of $755.62, and this payment was applied to your December 1, payment in the amount of $737.95, and $was applied to principal curtailment That same day, CMS sent you a billing statement that showed this payment transaction, and also showed the next payment due on your loan was January 1, Attached for your ease of reference is a copy of this statement Thereafter, on January 1, 2016, CMS drafted a payment from your bank account in the amount of $704.29, and this payment was applied to your January 1, payment in the amount of $686.62, and $was applied to principal curtailment That same day, CMS sent you a billing statement that showed this payment transaction, and also showed the next payment due on your loan was February 1, Attached for your ease of reference is a copy of this statement On February 1, 2015, CMS received notification from your prior servicer (“***”) that the payment that had been posted to your loan on October 1, in the amount of $755.62, which was an auto draft payment transaction, had not been paid by your bank and therefore, this payment needed to be reversed The reason for the non-payment by your bank showed that you had placed a stop paymentCMS completed the reversals that same day It is important to note that CMS had to reverse the payments posted to your loan from October 1, to January 1, to properly complete the required reversal of this payment, and also roll the due date back accordingly After the reversal of this payment was completed, CMS reapplied your payments that were received from November 1, to January 1, to your loan respectively That same day, CMS sent you a billing statement that showed these payment transactions, and also showed the next payment due on your loan was February 1, Attached for your ease of reference is a copy of this statement On February 29, 2016, you called CMS and during this call you inquired about your loan as you had received a statement indicating your loan was due for two months, and expressed concerns because the prior month your loan was in a current status You went on to say you had placed a stop payment on your October 1, payment because your income was not going to be available until October 9, 2015; however, you had called CMS after the service transfer and attempted to make this payment but, the CMS Representative had declined your payment attempt and informed you your loan was current The CMS Representative informed you that your loan showed due for the February 1, payment In addition, the CMS Representative also informed you that payment reversals had been completed on your loan due to the October 1, payment being returned by your bank unpaidThe CMS Representative informed you that the reason for the returned payment stated a “stopped payment” had been placed You asked how this reversal would affect your credit report, and the CMS Representative explained that the reversal of the payment resulted in his loan showing due for the February 1, payment, and also resulted in his payments made from November 1, to January 1, being applied to the prior month due date which shows the payments for these months paid thirty (30) days late You asked the CMS Representative how you could dispute late payments reported to the credit agencies and the CMS Representative provided you the fax number to send your request to the CMS Customer Service Research Department The CMS Representative also explained that the next scheduled auto draft payment was on March 1, 2016, and encouraged you to make your February 1, payment to bring your loan current You agreed and indicated that you would make this payment that same day using the CMS automated phone pay system The records show that later that evening you made a payment using the CMS automated phone pay system in the amount of $686.62, and this payment was applied to your February 1, payment that same day Subsequently, on March 1, CMS drafted a payment in the amount of $and this payment was applied to your March 1, payment in the amount of $686.62, and $was applied to principal curtailment Attached for your ease of reference is a payment history that shows the payment transactions on your loan from August 1, to March 1, Lastly, we did not find any evidence to support your allegations that the CMS Representatives you spoke with during your calls to CMS prior to the February 29, call, denied your request to make a payment on your loan In addition during these calls, prior to the February 29, call, we did not find any record to show you had informed CMS that you had placed a stopped payment on your October 1, payment Based on the foregoing, we conclude that during the time that your loan was showing that the contractual due date was current, and after the due date was reversed because the October 1, payment had been returned unpaid by your bank, CMS serviced your loan in accordance with the terms and conditions of your Note, and in compliance with applicable policies and procedures for this USDA Guaranteed loan Moreover, we have determined that the information reported to the major credit agencies properly reflects your payment history and loan informationWe are, therefore, unable to make any changes to the reported information In closing, 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 Please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, P.OBox 3489, Anaheim, CA or fax your correspondence to (800) 486- We trust that this communication addresses all of the concerns noted in the complaint If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: RevDex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561- Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.O Box 3489, Anaheim, CA ARKANSAS Arkansas Residents Only: Carrington Mortgage Services, LLC ('CMS') is licensed with the Arkansas Securities DepartmentYou may file complaints about CMS with the Arkansas Securities Department (Department) at East Markham, Heritage West Building, Suite 300, Little Rock, Arkansas You may obtain further information by calling the Department's general information number at (501) 324-or toll-free, (800) 981-or faxing the Department at (501) 324-or visiting the Department's website at http://www.securities.arkansas.govFor a list of standard or common loan servicing fees charged by CMS, please visit the CMS website at https://carringtonms.com/HelpCenter/FAQ Colorado: For Colorado Residents: EBriarwood Ave., Suite# Centennial, CO (303) 708- Massachusetts: NOTICE OF IMPORTANT RIGHTS YOU HAVE THE RIGHT TO MAKE A WRITTEN OR ORAL REQUEST THAT TELEPHONE CALLS REGARDING YOUR DEBT NOT BE MADE TO YOU AT YOUR PLACE OF EMPLOYMENT ANY SUCH ORAL REQUEST WILL BE VALID FOR ONLY TEN DAYS UNLESS YOU PROVIDE WRITTEN CONFIRMATION OF THE REQUEST POSTMARKED OR DELIVERED WITHIN SEVEN DAYS OF SUCH REQUEST YOU MAY TERMINATE THIS REQUEST BY WRITING TO THE CREDITOR Minnesota: Carrington Mortgage Services, LLC is licensed by the Minnesota Department of Commerce 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 1-800-342-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 North Carolina: Carrington Mortgage Services, LLC is licensed under the North Carolina Agency Permit No& and North Carolina Secure and Fair Enforcement Mortgage Licensing ActSouth Douglass Road, Suites & 200-A, Anaheim, CA Tennessee: This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance Texas: Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, NORTH LAMAR, SUITE 201, AUSTIN, TEXAS A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT 1-877-276-

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.I recieved a letter from Carrington & have been in contact with them...this complaint has been resolved Regards, [redacted] ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.They mailed the letter to my previous address of [redacted] conveniently the day after recieving this complaint I never recieved this letter because I bought a house and have not lived at [redacted] in months They knew this as well being that they were the orginal company the I was working with.....Oh wait, they couldnt' even get my current address right from the start This just proves it once again! years of monitoring was the least they could do! I was able to print off the letter since it clearly never would have made it to me Worst company ever!Regards, [redacted] ***

I filed a Chapter bankruptcy back in April 16, and reaffirmed my home it was discharged on 8/1/and haven’t been late not once but now my loan is not reporting on my credit file any more like my car is that was also reaffirmedI was told that I had to refinance my home for it to start reporting againIt should have never stopped reporting under the reaffirmationAccount number is [redacted]

October 13, [redacted] ***, ** [redacted] RE: Complaint ID: [redacted] Loan No.: [redacted] Property Address: [redacted] ***, ***, ** [redacted] Dear Ms [redacted] and Mr [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on September 25, CMS is committed to responsible lending and servicing and we would like to address any concerns you may have The following is our response to the issue(s) raised in the inquiry As we understand your complaint, you state that CMS has inaccurate information regarding your loan on the CMS website In addition, you indicate that when you called CMS to discuss this matter, the CMS representative that you spoke with was not helpful and did not offer you an acceptable resolution You therefore express concerns and dissatisfaction with your first customer service experienceAt the outset, please note that the servicing of this loan was transferred from [redacted] , N.Ato CMS on or about August 16, Attached for your ease of reference is a copy of the August 22, 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 the loan was showing due for the September 1, Upon review, our records show that [redacted] filed for Chapter bankruptcy protection on June 19, 2008, case number 08- Mr [redacted] received a discharge of this debt on September 16, As a reaffirmation was not filed by Mr [redacted] prior to obtaining the discharge, Mr [redacted] is no longer personally liable to repay the discharged debt Accordingly, this letter is for information purposes only and is not an attempt to collect a debt from Mr [redacted] Please note that, while CMS began servicing the loan on August 16, 2017, 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 the records show that you signed on to the CMS website on September 21, 2017, and you updated your mailing address to [redacted] ***, [redacted] PA 15239, and also updated your home and work telephone number Accordingly, these changes were updated on the CMS Loan Servicing System the following day Upon further review, the records show that you called CMS on the same day, and during this call you expressed concerns with the information published on the CMS website, which shows that your loan is a first lien, whereas you indicate that this loan is a second lien Our review of the call indicates that the CMS representative advised you that you would need to send in a written request to have the matter researched; however, you indicated that you should not have to send in a written request to have this issue correctedWe regret that your initial contacts with CMS as your new servicer did not meet your expectations, and we would like to take this opportunity not only to sincerely apologize for any inconvenience that you may have experienced in this matter, but also to thank you for bringing this matter to CMS’s attention CMS is always interested in how we may improve service levels, and your feedback is important to us In addition, please be advised that CMS is currently in the process of completing its post-transfer diligence We appreciate your patience while CMS completes this loan review to insure that the loan type of your loan is accurately reflected on the CMS Loan Servicing System and CMS websiteIf our diligence confirms that your loan type is displayed incorrectly, please rest assured that we will correct the information in the ordinary course 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 the borrowers wish to contact CMS regarding the administration of their loan they may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeThe borrowers can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, P.OBox ***, [redacted] , CA *** or fax your correspondence to (***) ***-*** Please be advised that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error We trust that this communication addresses all of the concerns noted in the complaint If you have any further questions, please contact the undersigned at (***) ***-***, 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 [redacted] 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 [redacted] or toll-free TDD [redacted] , or by going to http://www.***.***/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 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, 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 [redacted] , or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, P.OBox ***, 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 [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern TimeYou may also visit our website at https://carringtonms.com/

Carrington Mortgage Services took over my loan from [redacted] Bank in October of I did not have a choice in the matter, my mortgage was simply soldI placed a temporary stop payment in October so that I could pay on the 9th instead of the 1st when I received my paycheck When I called to pay for October Carrington stated that I did not owe them anything and that the money would be taken from my account every monthI called approximately a month later again to try to make sure that I was not missing a payment and again I was told no I do not owe anything I was pretty sure that the money for October was never taken, but figured that it was just confusion between who got Octobers payment between [redacted] and Carrington So months go by and I get a statement for the month of March stating I owe double my mortgage I figure this is finally Octobers payment tooI call to check with Carrington about the double mortgage they are asking for and they tell me I have been paying days