Carrington Mortgage Services LLC

This a negative review I keep paying my payment online and it does not go through after a week Each time I call they tell me I am missing one number on my account I even had my wife complete the form Long story short I read reviews with the exact same complaint The numbers were entered correctly as snap shot on iPads work great They wait and then want to charge you Bucks This has happened since they bought my mortgage from BOA Sounds like a scam that they are pulling

My mortgage was transferred from *** ** *** in November of to carrington mortgage services
(I filed bankruptcy over a year ago in January 2014)
Since December I have been trying to get in contact with carrington, to make my usual monthly payment of $
Every time I call I am on hold for hours at a time
Someone finally addresses me, I tell them I am calling to make my mortgage payment, they proceed to act they are about to take my payment
Then say, they need to transfer me to the 'bankruptcy department', the regular customer service center cannot take my payment because of the 'status' (which I have no knowledge of the status of my account because no one will talk to me) of my accountThey end up putting my back on hold to be transferred to bankruptcy where I sit on hold again for upwards of minutes at a time resulting into me getting disconnected and calling back to be told the same things'We can't talk to you because of your account status' 'we

WARNING!!!! You will have nothing but problems if you attempt to get a loan through this companyI submitted everything they asked for within hours, and each time I am told that’s all, now I missed my contract deadline and stand to loose my earnest deposit, appraisal and inspection funds, because they are busy at the end of month, when they had almost 60days to gather what they needed

Our mortgage was taken over from *** ** *** to Carrington Mortgage I must say that we did NOT request a change in mortgage service We got the information from Carrington and immediately set up online automatic debits for our monthly payment My husband also spoke with a representative at Carrington who ASSURED us that it'd be a simple process After about a month into the new mortgage service, we started getting calls about our payment being lateWe explained that it CANT be late, that we see on our bank statement that it is in fact being debited automatically We wrote letters, e mails, faxes, phone calls, etc all to no avail Now they have turned us into the credit bureau and my husband and I both lost POINTS on our credit score as a result of their mistake I would not recommend Carrington to anyone!!! They have ruined our credit as a result of THEIR screw up

Carrington is the worst loan servicer RUN!!!!!!!!!!!!

Carrington buys our mortgage from X company in Jan The transition took place right at the time the payment was dueWe couldn't pay the old company and the first mail notification from Carrington is "your payment is late"Not welcome to the company, here's your statementnope, 'your payment is late'We finally did get a statementweeks later
FFWD to today, weeks after receiving the statement, and we get 'notice to foreclose' paperworkThe March payment isn't due for another couple days (grace period, I don't get paid on a set schedule), so there's one payment duethe first paymentpaymentto which we didn't even get a statement until days AFTER it was dueand they send foreclosure paperwork???
So, I call the company, understandably pissed, and the phone operator hangs up on me because I cursedSo, I call backagainto talk with a supervisor, and I get his voicemail!?!?!?! They can't even talk to meI should note that during this time, my wife was making the payment on the computer, it had gotten overlooked and forgotten about due to an area work tragedy this past month
I wouldn't recommend this company for ANYTHING!!!!! Straight out of the chute, it's 'your late'Terrible customer service

Numerous issues with this mortgage company including not receiving statements, bank failure to apply payments properly, excessive fees and most recently the complete reversal of a transaction by the bank without my authorizationIn March we received a letter from the bank advising us that they would be refunding a December late payment in the amount of $and applied funds to an account entitled "unapplied funds"I requested those funds to be applied to the "overdue balance" which the bank claimed to be fees from property inspections and other feesA previous similar transaction was made in September after the bank had failed to apply our September mortgage payment timely despite the fact we sent it UPS Overnight MailAs the September payment was applied to the overdue balance, I requested the March refund be applied also to the overdue balance The bank applied the funds in May reducing the overdue balanceOn June 8th the bank without prior notification to me, th

*** Sold my Mortgage to Carrington at the beginning of the year stating that payments should be directed to Carrington after 2/2/ I had already paid my 2/1/to BOA which they promptly forwarded to Carrington Electronically with no issues I then sent in my mortgage payment for 3/1/directly to Carrington They cashed the check on 3/8/ On Friday 3/23/I received a letter dated 3/18/from Carrington stating I was delinquent because they had no record of receiving my 3/1/payment Giving me little time to research/rectify the issue As with most homeowners I am not able to make multiple mortgage payments each month so it is not like I could submit another payment until they get it figured out A copy of the cashed check was faxed to Carrington on 3/28/& 3/30/and they acknowledge receipt However, my payment has yet to be applied I have called almost everyday asking to speak with a supervisor on several occasions with no call back I understand that things happen but when a company cashes your check they should be able to give you answers and correct the issue in a timely manor Today I was given the legal rights statement as an excuse They have days to research and apply the payment What about my rights as a customer? I have had my mortgage sold several times over the years without issue I did not seek out to do business with this company and you would think that they would do everything in their power to make this right

This companies associates make promises that they cant keep! I was in the process of refinacing my home and Jamie D*** told me that I could skip October and Novembers payment as part of my refi termsBut around October the 17th she told me the city had a lien on my property because I had a USDA loan and the terms of that loan was that I must stay in the home for years without refinancing it, and could I pay her to remove the lien and go forwardI told her that I could not afford to proceedLow and behold Carrington C*** decide to charge me a late fee and report me to the credit bureau because of claims their associate told me! I have not ever been late or missed a payment! Plus I had the email where Jamie tell me I skip payments! Christina S*** is the crook who wont refund my late fee! I wouldnt recommend this company to my enemies! HORRIBLE CUSTOMER SERVICE!!! DONT BELIEVE ANYTHING THEY SAY!!! I wish I could give them a 1/of a star!!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Problem: I have been experiencing issues making payments using Carrington’s website for monthsI am disputing the “Day Late” payment recorded for November Carrington makes it impossible for its customers to make a paymentCarrington neglected to send monthly mortgage statements to meCustomers can’t obtain their balance or payment due because this info isn’t sent to themIt can’t be accessed on their website either, because the website locks customers out of their login repeatedlyI had escrow requirement changes with my account, which changed the amount dueI called several times for several months to request statements & unlock my accountEach time I was told they weren't aware that they weren’t being sent to meI did not begin to receive statements until I was able to escalate my complaint to a manager in JanuaryCarrington does not allow customers online access to customer account info on the websiteSince I wasn’t able to find payment info from a mailed mortgage statement, I attempted this online many timesUnfortunately, Carrington has had many issues with their loginsOnce a customer sets an account name/password, the website locks itThe “forgot password” and “security question” does not accept your correct answerCustomers are forced to try a 3rd option, by calling Carrington each time they would like to access their account info or make a paymentHowever, Carrington does not employ enough staff to deal with the high volume of calls that it receivesIf you are lucky enough to speak to a live rep, they apologize and tell me that they are aware of the website issues, and that they are working on repairing themCarrington's issues shouldn't be put on their customersWhen I tried the automated phone prompt in November, the recording stated that my payment was hundreds of dollars higher than it should beI couldn't pay their incorrect amount, therefore my November payment was late, even though I was trying many avenues to make a payment.Desired Outcome: I tried many avenues to make my November paymentCarrington prevented me from doing this by making mistakes: Failing to send me a statement, locking me out of their website account info repeatedly, & providing an incorrect payment amount on the automated phone.I have every intention of keeping my account in good standing, but I cannot even refinance my mortgage because of the “day late” that Carrington has notated on my account from NovemberThis has severely impacted my credit and prevented me from refinancing and applying for creditAt the minimum, Carrington needs to reverse November’s “Day Late” payment on my account and to the credit bureausI am eager to have this issue resolved through your dispute research team because not only do I have a strong legal argument for this dispute, but it is also the right thing to doI would like to resolve this issue without involving legal counsel, however, I am prepared to move it that direction in order to preserve my credit
Regards,
*** ***

Carrington Mortgage is holding to large of a cushion for my escrow If you add my escrow and insurance and divide by it equals monthly According to law they can only take an additional two months escrow for the cushion If you multiply the by and divide by months thats an extra a month (I'm rounding up also) So they should take 181+21= They are upping my house payment Taking an extra a month, which is a year Also, they will have an overage this year of so where is that money going? They keep telling me that they are taking the right amount, however, I use to be a loan officer so I know this I know that my calculations are correct Also, They have called many times to refinance and they keep telling me my loan is different types of loans Once they said I had a FHA loan and another time a mortgage insurance loan I have a USDA loan and I have my original paper work to prove this They are not my original lender because my len

My mortgage # *** with Carrington Mortgage was recently sold by *** ** *** to Carrington I contacted the Carrington several times when I was notify by *** ** *** of the sale and I was advise my customer service representative of Carrington that my loan was not on the system
A week later I received a letter in the mail with a default threats and a USD $charged date 06/03/
I believe I should not be responsible for this charge of $since I have not defualted on this loan to Carrington and is not my fault they did not have me on the system

This company bought my mortgage from *** ** *** and I couldnt be happier! Not only did they immediately offer me a FHA simple refinance where they paid most of the closing costs, but they also reviewed my escrow and reduced that also*** had recently lost a suit where they were overcharging for escrows!Great customer service and fast communicationsI am a happy guy!

I have been in my home for over years, I had a medical set back that caused me to fall behind in my mortgage for a few months, You have started foreclosure proceeding because I owe you 8,meaning you will take my home of years for 8, I am now back on my feet and have been making mortgage payments to catch up over 10,in the pass four monthsOn 04/28/I western Union you another , I don't think it's fair that you come and take my home for 5,in back paymentsI can make another payment on 05/08/of 1,and another payment my 05/25/of bring my balance owed to you
I don't think taking my home from me and my children for is fair or moralPlease forward this Email to the foreclosure department and stop all foreclosure proceeding as soon as possibleIf you need my medical hard ship from my doctor I can send that information as wellI am asking for mercy
Again, Please take this E-mail as my paym

Carrington Mortgage Services purchased my mortgage from Bank of America in September of Please note that my mortgage with Bank of America was over the span of years and NOT ONCE was my payment ever late This morning I received a call from Carrington and once verifying who I was, the first words out of the representative's mouth was "this is an attempt to collect a debt" My jaw dropped I was shocked as my January payment posted 01/03/ After conveying all of this information to them, they basically told me it's on me to gather the information proving I made my payment and to fax to them for further research They are making absolutely no effort to assist in any way So now I have to call the bank's bill pay department and have them provide a copy of the check they sent on my behalf to send to Carrington Keep in mind that it's Monday morning and I'm at work! I'm extremely angry with the way I'm being treated by this company and am considering refinancing my mortgage with another broker just so I don't have to deal with these people any longer Based on all the other reviews I've read, I see I'm not the only one who feels this way How they have an A+ rating is beyond me considering there are negative reviews and only positive I feel like this is only going to happen again since I'm paying through my bank instead of on Carrington's website, where they want to charge their customers to make payments RIDICULOUS!

I recently received a letter from Carrington Mortgage notifying me of an increase in monthly escrow payment to account for property taxes due in DecemberI was awarded a homestead exemption at my County Courthouse which applies to the current tax yearI have an official print-out from the county that shows my new projected taxes for The prior total amount for was $3,The projection from the county for the current year is $1,December's escrow payment would leave a residual instead of a shortage of $1,reported by Carrington MortgageTherefore, payments should decrease rather than increase based on my homestead exemption
To correct this issue, I contacted Carrington Mortgage by phone on 2/08/I informed the representative from the tax department that I received a homestead exemption and have a document from the county showing my new projected tax billThe representative informed me that they cannot update the tax information without a bill, and

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The original file was sent in May 8, 2016, I still dispute what Carrington Mortgage states and just recently received letter that they holding money in the unapplied amount which is more than my mortgageI do not understand why my payments are not applied which make it look like I am behind on my mortgage and I am notI can fax information later to your office
Regards,
*** ***

March 22,
***
***
*** ** *** ***
*** ** ***
Re: Complaint
ID No.: ***
Loan No.:
***
Property Address: *** *** *** *** ** ***
Dear
Ms***:
The Customer Advocate Department of
Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed
with the Revdex.com (“Revdex.com”) received in our office via email on February
25, 2016. *** 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 *** did not notify you of the foreclosure action or the foreclosure
sale. You go on to say that your
property was affected by flood, and when you contacted the insurance company
regarding the flood, you discovered *** had foreclosed on your propertyYou
state that you believe *** has illegally foreclosed on your property located at
*** *** *** *** ** ***Additionally,
you claim that you called CMS, and that you were informed that your monthly
payment amount had increased, and that the payment you had sent *** had not
been applied to your loan as it was short by $282.00. You indicate that you sent *** the new
monthly payment amount; however, *** did not accept your payments and returned
these payments to you
At the outset, please note that the
servicing of this Federal Housing Administration (“FHA”) insured loan
transferred from J*** *** *** *** (“***”) to *** on or December 3,
2013. Attached for your ease of
reference is a copy of the December 4, Notice of Service Transfer (“Hello
Letter”) sent to you by *** that notified you of the service transfer. At the time of the service transfer the loan
was showing contractually due for the December 1, payment. While *** began servicing the loan on December
3, 2013, the Real Estate Settlement Procedures Act (“RESPA”) at USC 2605(d)
prevents *** 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 January 23, 2015, *** completed an Escrow Analysis. This Escrow Analysis was completed as part of
the regularly scheduled annual analysis for loans in the state of ***. That same day *** sent you an Annual Escrow
Account Disclosure Statement (“AEADS”). This
AEADS informed you that your monthly payment amount would change from $1,
to $1,beginning March 1, 2015.
Attached for your ease of reference is a copy of this AEADS.
Upon further review, our records show that
the delinquency on your loan began in February 2015. As you are aware, *** received the February
1, payment in the amount of $1,on February 25, 2015. Additionally, our records show that you did
not make any payments on this loan in the month of March 2015. On April 2, 2015, *** sent you a Mortgage
Assistance solicitation package.
Attached for your ease of reference is a copy of this package. Please note that our records show no response
from you to this solicitation letter
On April 6, 2015, *** received a payment
from you in the amount of $1,429.44; however, this sum was less than the full
monthly payment of $1,570.20; therefore, this payment was applied to the suspense
account. On April 14, 2015, you called
*** and during this call you expressed concerns as you had received a
delinquency notice, and stated that you had paid your March 1,
payment. The *** Representative informed
you that the payment you had paid on April 6, was short of the full
monthly payment amount of $1,570.20. The
*** Representative also explained that the monthly payment amount had changed
due to an Escrow Analysis that had been completed in January You informed
the *** Representative that you had not received any notification of this
payment change and requested that the late fee be waived. The *** Representative informed you that you
would need to send your request in writing to the *** Research Department for
review and provided you the fax number to send your request
Thereafter, *** made contact attempts by
telephone to your home number from April 21, to May 29, 2015, and messages
were left for you to call CMS. The records
show that you did not respond to any of the telephone messages left by CMS
On May 26, *** received another
payment from you in the amount of $1,As this payment was less than a
full monthly payment of $1,570.20, this payment was applied to the suspense
account bringing the suspense account balance to $2,858.88. That same day, *** drew funds from the
suspense account to pay the March 1, payment in the amount of $1,570.20,
which left a balance of $1,in suspense.
Attached for your ease of reference is a twenty-four (24) month payment
history. Additionally, that same day CMS
sent you a Notice of Intent to Foreclose that informed you the loan was showing
past due for the April 1, payment, and the total amount due to bring the
loan current was $3,463.14, less the credit in the amount of $1,in
suspense. Attached for your ease of reference
is a copy of the letter.
Thereafter, *** continued its efforts to
make contact with you by telephone from June 10, to July 24, and
messages were left for you to call CMSOn July 24, *** initiated foreclosure due
to the delinquent status of the loan. At
the time, the loan was showing due for the April 1, payment. That same day, *** sent you a Post Referral
to Foreclosure Solicitation Notice that offered you mortgage assistance to
avoid foreclosure. A copy of this letter
is attached for your ease of reference. Subsequently,
on July 28, 2015, the foreclosure attorney sent you a Federal Fair Debt
Collections Notice. Attached for your
ease of reference is a copy of this letter
Thereafter, on August 4, CMS
received a payment in the amount of $1,477.49, check number ***. This payment was returned to you as it was
less than the total amount needed to reinstate your loan from default. This letter informed you that the loan was in
foreclosure and encouraged you to call the *** Home Retention Department to
make payment arrangements. Attached for
your ease of reference is a copy of this letter
On August 6, 2015, *** sent you another
Post Referral to Foreclosure Solicitation Notice that offered you mortgage
assistance to avoid foreclosure. A copy
of this letter is attached for your ease of reference. Please note that our records show no response
from you to this solicitation letter
Subsequently, on August 7, *** received
notification from the Federal Emergency Management Agency (“FEMA”) of a Major
Disaster Declaration in the community where the subject property is located and
placed the foreclosure action on hold. Subsequently,
on August 25, 2015, *** sent you notification of the Major Disaster Declaration
and offered mortgage assistance in case you were affected by this
disaster. Attached for your ease of
reference is a copy of this letter. Please
note that our records show no response from you to this solicitation letter
On August 25, *** received another
payment in the amount of $1,500.00, check number ***. This payment was returned to you as it was
less than the total amount needed to reinstate your loan from default. This letter informed you that the loan was in
foreclosure and encouraged you to call the *** Home Retention Department to
make payment arrangements. Attached for
your ease of reference is a copy of this letter
Thereafter, on September 22, 2015, CMS
received another payment in the amount of $1,570.00, check number ***. This payment was returned to you as it was
less than the total amount needed to reinstate your loan default. Attached for your ease of reference is a copy
of this letter. On October 19, 2015, CMS
received another payment in the amount of $1,570.00, check number ***. This payment was also returned to you as it
was less than the total amount needed to reinstate your loan from default. Attached for your ease of reference is a copy
of this letter
On November 10, 2015, *** resumed the foreclosure
action. Subsequently, a foreclosure sale
was scheduled for December 28,
On November 17, 2015, *** received
another payment in the amount of $1,570.00, check number ***. This payment was returned to you as it was
less than the total amount needed to reinstate your loan from default. Attached for your ease of reference is a copy
of this letter. On December 09, 2015,
*** received another payment in the amount of $1,570.00, check number ***. This payment was also returned to you as it was
less than the total amount needed to reinstate your loan from default. Attached for your ease of reference is a copy
of this letter
On December 28, 2015, the foreclosure
sale was held. On January 05, 2016, *** received another
payment in the amount of $1,570.00, check number ***, and this payment was
returned to you that same day
Based on the foregoing, we
conclude that *** has properly serviced your loan in accordance with the terms
and conditions of your Note and Deed of Trust, and the established policies and
procedures for this FHA insured loan. Moreover, *** provided you with proper
and timely notification as applicable by law of the foreclosure action, and made
extensive efforts to make contact with you by telephone, and written correspondence
that encouraged you to call *** to discuss mortgage assistance and alternatives
to foreclosure. Regrettably, no response
was received from you. Therefore, the
foreclosure sale was held on December 28,
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,
*** ***
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, *** *** *** *** ** ***, or by calling
***. Please include your loan number on all pages of
correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage
Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern
Time, Monday through FridayYou may also visit our website at ***
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from
personal liability on the mortgage because of bankruptcy proceedings and have
not reaffirmed the mortgage, or if you are the
subject of a pending bankruptcy proceeding, this letter is not an attempt to
collect a debt from you but merely provides informational notice regarding the
status of the loan If you are represented by an attorney with respect to
your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about
your account to credit bureausLate payments, missed payments, or other
defaults on your account may be reflected in your credit report As
required by law, you are hereby notified that a negative credit report
reflecting on your credit record may be submitted to a credit reporting agency
if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt
collector and it is for the purpose of collecting a debt and any information
obtained will be used for that purposeThis notice is required by the
provisions of the Fair Debt Collection Practices Act and does not imply that we
are attempting to collect money from anyone who has discharged the debt under
the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If
you would like counseling or assistance, you may obtain a list of HUD-approved
homeownership counselors or counseling organizations in your area by calling
the HUD nationwide toll-free telephone number at *** *** or toll-free
TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or
by going to ***
-EQUAL CREDIT OPPORTUNITY ACT
NOTICE-
The Federal Equal Credit
Opportunity Act prohibits creditors from discriminating against credit
applicants on the basis of race, color, religion, national origin, sex, marital
status, or age (provided the applicant has the capacity to enter into a binding
contract); because all or part of the applicant’s income derives from any
public assistance program; or because the applicant has, in good faith, exercised
any right under the Consumer Credit Protection ActThe Federal Agency that
administers CMS’ compliance with this law is the Federal Trade Commission,
Equal Credit Opportunity, Washington, DC
-SCRA Disclosure-
MILITARY
PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the
military, please contact us immediately.
The federal Servicemembers Civil Relief Act and comparable state laws
afford significant protections and benefits to eligible military service
personnel, including protections from foreclosure as well as interest rate
relief. For additional information and
to determine eligibility please contact our Military Assistance Team toll free
at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our
determination. You may request such
documents or receive further assistance by contacting Carrington Mortgage
Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***

In the middle of refinance loan was sold to CarringtonI requested early disbursement of escrowFaxed a request to their Tax department, Called back to confirm they had itAt first they said yesCounty showed nothing receivedCalled back, they had lost the requestThen requested them Not to disburse since I was about to closeTax department said OKThey sent it anywayI have been trying for two and a half months to get a refund since my Taxes where double paidI have been lied to by the Tax department several timesNo one can tell me the status of my refund or even if the request has been submittedI only know the County has not received it and I am out a lot of money

September 21, 2016 Original response sent via EMAIL *** ***
*** *** ***
*** *** *** ** *** RE: Loan
No.: *** Case No.: *** Property Address: *** *** *** *** *** *** ** *** Dear Ms***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on September 2, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you state that the phone payment that you requested to be scheduled for August 31, in the amount of $was inadvertently processed on August 17, As a result, you are requesting a refund of your payment in the amount of $620.63, the pay by phone fee of $15.00, and the non-sufficient fund (“NSF”) fees that were charged by your financial institution On August 17, 2016, you called CMS to schedule a check by phone payment on your loan that was scheduled to be processed on August 31, The associate processed your payment in the amount of $along with a phone payment fee in the amount of $for a total amount of $Regrettably, due to an inadvertent clerical error, the CMS associate scheduled your payment for that same dayAfter apologizing for the error in scheduling your payment, the CMS associate encouraged you to contact your financial institution and request that they place a stop payment on those fundsThen, the CMS associate encouraged you to call him back so that he could schedule the payment that you originally intended for August 31, Later that same day, you called CMS again and attempted to reach the CMS associate you had previously spoken toAlthough the CMS associate attempted to assist you, your call was transferred to a supervisor per your request. It was during this conversation that the supervisor encouraged you to make a payment no later than August 31, to avoid further collection actionRegrettably, CMS was unable to resolve your issue because the payment that was processed that day had not been rejected by your financial institutionOn August 24, 2016, you called CMS to advise that the payment that was processed on August 17, had cleared your bank account and requested an expedited refund due to the error caused by CMSIt was at this time that you were transferred to an escalation specialist who sincerely apologized for the error caused by CMS and asked that you to send in your bank statement via fax to their supervisor at *** *** Later that day CMS received your bank statements which reflected that CMS had made two attempts to draft $from your bank accountThe first attempt was on August 18, and the second attempt took place on August 24, This caused your financial institution to assess a total of $in NSF fees to your bank accountThe fax received was then forwarded to our Loan Servicing Department to process your refundShortly thereafter you called CMS to confirm that your bank statements were receivedThe CMS associate that answered your call informed you that your fax had been received and that you would be receiving a follow up call to discuss when you could anticipate receiving your refund On August 25, 2016, you called CMS to follow up on your previous phone callDuring the call you were transferred to an escalation specialist that attempted to connect you to the supervisor that was completing your refund requestRegrettably, the supervisor was not available at that timeLater that day, the supervisor you spoke with on August 24, called and left a message for you to return her call On August 26, 2016, your refund request was submitted to our Cashiering DepartmentThat same day, a CMS supervisor called to advise you that your refund request was approved and that she would call to inform you once the refund check was in the mail On August 29, 2016, you called CMS to follow up with the supervisor you previously spoke with regarding your refundPlease note that later that day a different supervisor attempted to contact you on two separate occasions to advise you that your refund was scheduled to be sent to you The next day, on August 30, 2016, you called CMS and were able to speak with the supervisor that had left a message for you the day beforeDuring that phone call the supervisor informed you that CMS was in the process of issuing your refundUpon further review, our notes indicate that after that phone call you made several follow up calls to speak with that supervisor and the supervisor that originally submitted your refund requestRegrettably, both supervisors were unavailable to receive your callsWe apologize for any inconvenience this may have caused On August 31, 2016, you called CMS to follow up with the supervisor you spoke with the previous day regarding the status of your refundYou stated that you were advised that your request was being expedited and wanted to know the status of your refundThe CMS associate attempted to connect you with both supervisorsHowever, the supervisors were again unavailable to receive your callOn September 1, 2016, you called CMS again to follow up on your refund requestYou were transferred to a new supervisor that stated that she was going to follow up on your request and call you with an update That same day the supervisor you spoke with called you and left a message for you to return her call at her direct contact phone numberUpon further review, our records indicate that you called CMS and spoke with our Customer Advocacy DepartmentThe customer advocate that you spoke with stated that he would escalate your issue and reach out to the supervisor that was handling your refund requestUltimately, the supervisor you initially spoke with that day was able to contact you and inform you that your refund was still in the process of being completed and offered to follow up with a status update once more information was available On September 2, 2016, a refund check in the amount of $was issuedThe refund consisted of the August 17, payment in the amount of $and the pay by phone fee in the amount of $15.00. Please note that your refund check was sent to you on September 6, via regular United States Postal Service mailPlease note that CMS acknowledges that this was not the agreed upon amount that you should have receivedAlso, we sincerely apologize for any inconvenience that the delay in processing your refund may have caused On September 12, 2016, you called CMS inquiring about the refund that you received for $instead of the $that you were advised you would be receivingAfter being advised that the refund request was for the payment in the amount of $and the pay by phone fee in the amount of $you stated that your refund should have also included the $in NSF fees charged to you by your financial institutionRegrettably, despite the associate’s best efforts, our review indicates that the associate did not adequately address all of your concerns or escalate your call accordinglyAgain, we sincerely apologize for any inconvenience that you experienced while CMS processed your refund It is also important to note that the NSF fees of $that we failed to include with your initial refund check were sent to you via FedEx on September 16, 2016. A further review shows that this check was delivered on September 19, As indicated above, we sincerely apologize that the payment was processed on the wrong date initially, and that our attempts to resolve the matter and issue you an appropriate refund also failed to meet our customary high standards of customer satisfactionThat said, we note here that we issued the majority of the refund to you within twelve business days of the original error and sent the remainder of the refund out for delivery to you less than a month following the initial errorWhile we would have preferred to have avoided the error in the first place, and to have issued the refund in a timelier manner, we consider the matter to now be resolved In closing, as of today’s date, your account is contractually delinquent and due for the July 1, through the September 1, mortgage payments totaling $1,747.02, late fees of $69.87, and a property inspection fee of $for a total amount due of $1,836.89. Should 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 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, *** *** Customer Advocate Department CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-4567. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA Tell us why here