Carrington Mortgage Services LLC

They refinanced my homeThey messed the paperwork up and was sending my loan info and bill to the wrong addressI tried multiple time to correct the issueI spoke with many people on the phone to no availThe worse part is they called and harassed me almost daily for their screw upThey called and hounded me about a bill due on the 1st that I didn't even receive until the 2ndWhen you call them they have a smug attitude and no desire to help youThey just keep repeating the "company line" with no interest in resolving the problemI agree with most of the other and hope the sell my mortgageI've had this loan for ten years and never had a problem until they got involved

December 21,
ORIGINAL RESPONSE SENT VIA REGULAR MAIL
*** ***
P.OBox ***
*** ***, CA ***
RE: Loan No.: ***
Complaint No.: ***
Borrower: *** ***
Property Address: *** *** *** *** CA ***
Dear Ms***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com (“Revdex.com”) received in our office via email on December 14, 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 rebuttal, you are dissatisfied with the response that you recently received from our departmentSpecifically, you continue to claim that CMS failed to provide you with a timely payoff statement
Based on a review of your allegations and the information submitted in connection with your rebuttal, we respectfully submit that all of the concerns you have raised in your rebuttal have been thoroughly addressed in our initial responseConsequently, we strongly encourage you to review our initial response in its entiretyFurthermore, because CMS has now addressed these issues on multiple occasions, our office will not respond to future correspondence raising substantially the same or identical claims
Finally, if you want 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 your rebuttalIf 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,
Alfredo JVentura
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267-
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA

I made a payment in December for $3,(confirmation #***) to resolve ALL outstanding late fees and to put the account ahead for one month's payment I requested a loan Payoff Statement and the Late charges in the amount of $1,appeared on the statement Payment history cannot be retrieved from their website when I am logged in as a customer I called customer service and spoke to several reps and none of them could explain how my previous advanced payments have been applied I spoke with all of the following reps: (*** #5242, *** #9912, *** #906, *** #3225) No one has been able to provide a break down of the numbers and how any of my previous advance payments of $1,were applied I was also informed that adjustments cannot be made to my account beyond days. Please add the following payment history to Complaint#***:The following is a breakdown of all payments made to loan# *** since November

Quite possibly the worst mortgage company there is My mortgage was sold to Carrington Mortgage and it was been one problem after another Customer service is atrocious I have had to call several times because of issues on their end They failed to pay homeowners insurance, even though they were supposed to be managing the escrow account They won't let you pay more toward the balance online You can't see how much money is in your escrow account There are fees for doing nearly everything And when I finally paid off that loan they withheld money owed to me and claimed that it wasn't their problem anymore Terrible!! This company needs to be shut down before they take advantage of anymore people

We have contacted Carrington multiple times by phone and email reguarding a hard copy of our monthly statements for our home loanWe have yet to receive a copy and it's been months since they have took over our loanI have called and they said they would have someone call back.....still waiting months laterEmailed them no responseWe had an online account to log in and see this and had issues getting locked out and called to get him and was told someone would call within hours again months later still nothingWe call to make our mortgage payments and have no idea what amount to pay because we have nothing to look atWent to pay our pay our monthly payment this month and it was not the amount I thought we were to pay but more moneyAll we want is a statement sent to our house EVERY MONTH like every other business doesThis is ridiculousThey have the WORST customer service with extremely long hold times to talk to someoneWho has some minutes to wait on hold for someone to assist youAll we want is our monthly statement!!!

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 reason why I do not accept this as resolution is because I asked for detailed information concerning the sale of the property in the foreclosure because when I called in to customer service the amount they provide me( for the sale amount) and what my total loan balance does not equal to what is reporting to my credit bureausI am demanding this information and by law they are required to provide specific detailed information concerning the sale price of he propertyI have asked for this several times and all I get is that same letter saying that what they are reporting is correctI need more than thatThat doesn't explain anything to meThanks
Regards,
*** ***

I would like know the exact reason my mortgage went up over $a month (details) that is a big jump for most customers to handle. The amount they are saying I owe for June is $2,I have been paying $2,for the last year then it went up to $2,in
June and now they are saying is June payment is $2,740.23. I would like them to recheck the numbers and give a monthly Mortgage amount that we can agree on not just them

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
I informed them that I personally did not receive none of that information and that I was told that the payments were current in March
The first time I talked to them at work it was in the office on their phone I am unaware that they attempted to call that number againWhen I did finally get the letter I called them and said I would have the money at the latest the first of the next week never said Monday because it is late when I get off work and I didn't receive the money till Monday the 21st and I called early Tuesday morning and they said send it on actually the amount I was told was like $the supervisor told me what they tell you on the phone is not accurate then proceeded to tell me that if I send $and some change that it would be current.I then reminded her what she had just told me and then she emailed me the Octletter which stated the amount I paidThe only reason I paid it was because of the sale date that the property was given it is hard to believe that so many people work for the same company and nobody transfers information with other departments
Regards,
*** ***

For a month now all I wanted was a mortgage statementThey said I had to fax a request to the Bankruptcy department to get statements againI faxed it twiceFinally I stayed on the line until they could verify they got the faxThen I was told it will be another month before I got my statementI told them I was refinancing my loan and that is why I needed a mortgage statementNow, I can not refi due to Carrington holding me hostageThey say they can't generate a mortgage statementcome on! Everything is done on computersThey could if they really wanted to

My Mortgage was recently turned over to Carrington Based on the paperwork I received from them, I could pay my mortgage online, by phone or by mail I set up automatic payments and then realized, on my own, I could set up payments via my bank Because of this, I went online again to try and cancel my payments through their website and was unable to do so I was told I needed to call in to do thatI did that twice and was told both times my automatic payment would be canceledIt has not been done and I am concerned it will get to the point where they withdraw it even though I have tried to cancel it I feel as if, by making it very difficult to cancel my payments, I am, in effect, being forced to make these payments in a way I do not want to I will call again and again hoping to resolve this, but it should not be so difficult to change the method of payment...this in addition to their customer service representatives not keeping their word has caused me to question their inte

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.90% of the responce sent has nothing to do with the month in questionapparently they keep decent records but dont seem to listen to the obvious problem at handi did not recieve my escrow analysis until after the 1st of novemberi had to call in to request it be sent to me becouse of a failure of them to send iti also mentioned that the bill was set up through an automated bill pay system with td bankthe fact that I didnt know the payment wasnt accepted untill after the 18th,(when mind you I am on a paperless billing program) should explain why nov was short paidthe fact that in your own statements I kept the account current for the lenth of our relationship should tell you that this was an obvious erroralso the documents section of your webpage did not have said escrow analysis posted for viewing until after I called and requested a copy.the late fee in question should be reversed and applied to my principal becouse there was an obvious problem in the flow of information coming from your companymy mailbox and my email have not changed.
Regards,
*** ***

No so sure they're not corrupt I was mailing my payment in weeks in advance and the check would never be cashed until the day after the due date almost every time Then amazingly, a late fee would show up on my next bill I really don't think the postal system is THAT slow It really looks like either they are incompetent at receiving checks for payment, or they are holding them to create late fees Now, the pay online option costs $

August 31,
*** ***
F/K/A/ *** ***
*** ** *** *** *** ** ***
RE: Loan No.: ***
Primary Borrower: *** ***
Co-Borrower: *** *** F/K/A/ *** ***
Property Address: *** ** *** *** *** ** ***
Complaint I.D
No.: ***
Dear MrMs***:
The *** *** 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 5, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry
As we understand the complaint, you believe that CMS improperly submitted an inquiry of your credit profile to the major credit reporting agencies without your permission which lowered your credit scoreYou state that you contacted CMS’s Loan Servicing Division to inquire why CMS accessed your credit report and CMS representatives were unable to provide you with the information that you requestedInstead, you were encouraged to dispute the credit inquiry with the credit reporting agencies directlyYou assert that you are dissatisfied with the level of customer service you received from CMS
At the outset, please note that the servicing of your Federal Housing Administration (“FHA”) insured loan was transferred from *** *** *** *** (“***”) to CMS on February 4, Also on February 4, 2014, 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 March 1, mortgage paymentCMS would like to take this opportunity to remind you that both of the above referenced borrowers still remain responsible for the repayment of the loan until the time that the loan is satisfied regardless of whether ownership of the property has been transferred
Upon receipt of your complaint, CMS has confirmed that CMS’s Mortgage Lending Division was contacted by Mr*** who expressed his desire to refinance the above referenced loan that is currently being serviced by CMSAt the time Mr*** applied for a refinance with CMS, Mr*** indicated that he was applying for a joint loan, was married and provided your name, social security number and verbal permission allowing CMS to pull the required credit reports to further process the loan applicationPlease be advised that this credit application is no longer under consideration by CMS
CMS is uncertain if this information was provided to CMS in error or if there was a miscommunication involved in this information being provided to CMSNevertheless, because you have indicated Mr*** did not have permission to authorize CMS to access your credit report, CMS will take the appropriate actions to remove the inquiry from your credit historyThis action is undertaken voluntarily by CMS without admission of fault or liability, and solely to demonstrate our dedication to the well-being of the consumers we serve
In order for CMS to take this action, it will be necessary that you affix the date and your signature to the attached credit inquiry deletion letter and return the letter to CMS at your earliest convenienceThe completed letter can be returned to the attention of the undersigned via email at ***, or via mail at Carrington Mortgage Services, LLC, *** *** Department, Attention: *** ***, *** *** *** *** ** ***Upon receipt of your completed credit inquiry deletion letter, CMS will submit such letter to the major credit reporting agencies to request that the August 4, inquiry be removed from your credit profile
Lastly, regarding the alleged poor customer service you received, CMS sincerely apologizes if you felt its Loan Servicing Division representatives were unhelpful in any way as their sole intent was to assist you in resolving the issue you brought to their attentionIt is important to note that CMS’s Loan Servicing Division would have no record of your credit being pulled by its Mortgage Lending Division and would be unable to provide you with assistance in resolving the matter because these two divisions do not utilize the same system of recordNonetheless, an investigation concerning your allegations will be conducted by CMS and CMS will take whatever action necessary in light of our findingsAgain, we sincerely apologize for any perceived unhelpfulness that you may have experienced
Based on the foregoing, we believe the record is clear that you are still a responsible party for the repayment of the above referenced mortgage loan, and that CMS’s Mortgage Lending Division properly accessed your credit file based upon the information in its possession at the time and upon receiving verbal permission from the loan applicantShould you wish to further discuss any aspect of your loan that is being serviced by CMS, we encourage you to contact our Customer Service Department at *** *** 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 *** ***, Monday through Friday, 8:AM to 5:PM, Eastern Time
Sincerely,
*** ***
*** ***
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, *** *** *** *** ** ***, or calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at carringtonms.com
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting the Customer Service Department at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***
-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 ***
-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

Customer service is terrible, the only know their script Communication is lacking I have corrected my contact information with them several times and it's never updated They push you to pay online and then charge you for it They charge late fees when payments aren't lateTerrible experience so farZero stars

On or around March of I have spoken with ** *** *** *** who had possession of my mortgage at that time to request a loan modification due to financial hardship The loan modification was completed somewhere around October of At that time I was advised not to make payment for September, October and November of due to the processing of the loan modification by a Mr*** *** at *** xt*** My next payment was on December to Carrington Mortgage Services on the amount of $and my account was current then I then spoke with *** from Carrington Mortgage on 11/9/ *** stated that they had just received my account and they are in the process of completing the loan modification and that *** had shorten the life of the loan and so they need to rework it On 11/18/*** had called to inform me of my new payment $(which I made on 1/7/16), interest, and loan #*** The around 1/15/or so, I received a letter s

Carrington mortgage repeatedly calls prior to my bills being overdue I find this to be a form of harassment I did not choose them as my mortgage company and my payment has n ever been late with themThey need to stop calling paying customers to tell them their payment is coming due

August 6,
ORIGINAL SENT VIA REGULAR MAIL
*** ** ***
*** *** *** *** *** ** ***
RE: MLD Loan No.: ***
Complaint No.: ***
Property Address: *** *** *** *** *** ** ***
Dear Ms***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com (“Revdex.com”) received in our office via email on July 22, 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 rebuttal, you allege that you applied for a *** *** *** ** *** (“***”) loan and that CMS informed you that you would be approvedYou go on to say that CMS should have known you did not qualify for a *** loan from the beginning of your loan application processConsequently, your desired resolution is for CMS to have better communication and respond to your concerns more timely
As previously advised in CMS’s response to your initial inquiry on July 17, 2015, your loan application was sent to our underwriting team for review and your application was placed in suspense on June 2, Please note that our underwriting team placed your application in suspense because they required additional information before making a decisionThe additional information requested included documentation to support your need to purchase a new home through a *** loan and documentation confirming that your current home was not structurally sound or adequate in order to qualify for an exemption pursuant to *** loan eligibility guidelinesPlease note that our underwriting team required that the additional information be submitted within ten (10) days
Ultimately, the primary reason why your loan application was denied was because you did not meet *** loan eligibility guidelines and because your current home is less than fifty (50) miles from the property you want to purchaseAdditionally, you did not qualify for an exemption pursuant to *** loan eligibility guidelines because your current home is not condemned or in a condition that would be harmful for you to live inBased on the foregoing, CMS was unable to approve your loan applicationWhile we understand you are disappointed that CMS was not able to make this determination earlier in the loan application process, please understand that CMS does not attempt to discourage any borrower from applying, and strives to fully and fairly evaluate all loan applicationsIf you would like to gain a better understanding of *** loan eligibility guidelines, CMS encourages you to visit the *** government website at ***
Once again, while we regret that CMS was unable to approve your loan application, we believe the record is clear that CMS was communicative and as timely as possible throughout the entire loan application processWe acknowledge that, during the period that you applied for a loan, CMS experienced an unusually high volume of applicationsConsequently, although CMS strives to review as many loan applications as possible, customers may have occasionally experienced infrequent delays while waiting to be reviewedPlease know that CMS did everything in its power to review and approve your loan within a reasonable timeframeNevertheless, CMS understands your frustration and we sincerely apologize for any inconvenience you may have experienced
We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time
Sincerely,
*** ** ***
Customer Advocate
CC: Revdex.com

My mortgage loan was paid off on 3/21/and I’ve contacted Carrington to verify this and that all future auto payments were cancelledIt was verified that my account was paid in full and all automatic drafts were cancelled on 3/31/and again on 4/10/
My account was once again drafted on April 17, I want my money refunded immediatelyMy bank has also been notified of the disputed charge to my account as of todayI am extremely upset about this I followed all protocolMy account and loan was paid off and verified that authorization for any future payments were cancelledThis company has essentially taken money from my account without permission on three occasions

I was very uptight when I found my home loan had been taken over by a company with whom I was not familiar, Carrington Mortgage- however the transfer was seamlessThey later contacted me about doing a refinance and while I was nervous about doing one at all (and at the time was recuperating from major surgery) again they made tte process almost painlessThey were accommodating and did whatever they could to make my responsibilities in the process easierI could not be more pleased to be doing business with Carrington and would highly recommend them

How in the world can you give them an A+ rating? Do you read the reviews?? Carrington Mortgage Services is terribleIf you have them as a mortgage holder - do your best to get away from themWe have a VA loan that was thru Bank of America then sold to CarringtonWe never had any issue nor were we ever lateWe decided to refinance in October with another companyWe informed Carrington of this and that the new company was paying our taxes that were due in November Our loan was paid in full on November 1, Carrington deducted from our escrow balance monies for taxes, October late fees and processing feesOur new mortgage company had already paid the late fee for October (took longer than expected to refinance) , along with the taxes, and processing feesWhen contacting Carrington they said they had paid the taxes and informed us to go thru the other mortgage company to get a refundWhen asked about the extra late fee they stated it was due to the pay off arrived outside their "grace period"What actually happened was our new mortgage company did pay the taxes and Carrington sent in a tax payment on November after we had already contacted themAll of this was verified with our tax office who returned Carrington's payment on December 9, Today, January 10, I again contact Carrington to inquiry about our money being refunded and they state they received the funds back on December 29, but have not processed them as of yetThey state the funds now go back into escrow then get paid outI stated that we do not have an escrow account as our account was paid out in full on November 1, They do not know how long this will take but says it usually takes up to daysWhat???? This company is badly managed and their practices can not be legalWe are going to consult the legal office on base for assistance in this matter