Carrington Mortgage

Carrington Mortgage Services, LLC - Mortgage Loan Servicing

Best Practices

Dedicated to Serving You

Carrington Mortgage Services, LLC (“CMS“) is committed to offering fast, convenient customer-friendly service that meets your needs. We offer customer service assistance both by phone and online. English and Spanish speaking associates are available 5:00 a.m. to 6:00 p.m. Pacific Time, Monday through Friday, at (800) 561-4567.

Our commitment to serving you is part of our goal of providing the highest level of customer service in the mortgage industry. This is why we regularly evaluate our performance to see how we're doing. Our quality assurance programs regularly monitor calls and correspondence to ensure they meet our high standards of integrity and professionalism. Our Customer Service Leadership Team oversees all aspects of our customer service. If you have suggestions about how we can improve our service, we want to hear from you.

Providing Value to You

CMS offers a variety of services at no cost as part of our ongoing commitment to you. These services include:

  • Set-up or cancel escrow impound account
  • Secure internet access to your account information
  • Payoff quote
  • Payment history
  • Copies of loan documents
  • Copies of the property appraisal
  • Year-end statements

Protecting Your Privacy

Ensuring the privacy of your confidential information is one of our top priorities. Our starting point is to let you decide what to do with your confidential information. We comply with all applicable federal, state and local laws, and we have numerous internal safeguards in place to protect your personal information. Our Privacy Officer oversees all aspects of our privacy policy throughout the company. We treat confidential customer information with the utmost discretion and caution, and we hold our business partners to these same high standards.

For more information about our Privacy Policy, please visit our Privacy & Security page.

Training the Best to Best Serve

To provide you with the highest level of customer service, CMS devotes significant resources to the ongoing learning & development of our associates. Before our associates can begin working with our borrowers, they participate in 80 hours of training emphasizing the highest levels of customer service, professionalism and integrity. Each loan servicing associate must understand our servicing practices, and our associates are trained to strictly follow all laws and regulations governing fair debt collection practices and procedures. They also are extensively trained to assist you if you are faced with problems managing your mortgage debt. All new associates are also given additional one-on-one coaching and cross-training opportunities continually throughout their careers covering other servicing and compliance issues. Courses and learning materials are regularly updated to reflect changes in regulatory and compliance issues, as well as changes in our policies and procedures.

Working Through Hardship

CMS is committed to assisting you should you encounter financial hardship, and CMS associates are specially trained to help customers in financial difficulty. To that end, we review every potential foreclosure. CMS makes every reasonable effort to provide payment alternatives, and we routinely refer borrowers to HUD-approved credit counselors. CMS does not offer financial incentives that discourage foreclosure alternatives to our associates. Our objective is to avoid foreclosure by exploring every reasonable option to keep you in your home.

Resolving Complex Issues

As a partner in your financial success, CMS understands that not all customer service issues are the same. For particularly complex issues, we have a specially trained Customer Advocacy Group that will take care to resolve an issue that requires extra attention. Should you have a question, please contact us by phone or regular mail.

You may contact the Customer Advocacy Group by telephone at (866) 874-5017 or by email at advocates@carringtonms.com

Additional contact information is available here.

The Importance of Good Credit

Your credit rating is an important asset, and a good payment history can improve your credit rating. As part of our mortgage servicing, each month we report your payment history to the major credit agencies. To inquire about your credit rating, contact any of the major credit agencies using the contact information below:

Equifax Credit Information Services, Inc.
P.O. Box 740241
Atlanta, GA 30374-0241
(800) 525-6285; TDD (800) 255-0056
www.equifax.com

Experian Information Solutions, Inc.
P.O. Box 9530
Allen, TX 75013
(888) 397-3742; TDD (800) 972-0322
www.experian.com

TransUnion
P.O. Box 6790
Fullerton, CA 92634-6790
(800) 680-7289; TDD (877) 553-7803
www.transunion.com

The Benefits of Escrow Accounts

Saving each month for property taxes and homeowners' insurance requires ongoing financial discipline. CMS helps customers achieve that objective by providing an escrow account for real estate taxes and homeowners' insurance when we retain servicing. This is a free service and there is no charge to set up or cancel this service. Please call our customer service number, (800) 561-4567, to learn more about how to set up an escrow account for your real estate tax and insurance payments.

Securing Insurance on Your Behalf

We encourage our customers to maintain the insurance that their loan requires, and we offer an insurance escrow account with no set-up or maintenance charge. If insurance should lapse, we inform you promptly with two written notices. In most cases, 60 days elapse before we obtain substitute insurance on your behalf. We promptly credit back any unearned premium once you again secure coverage. Our policy strictly forbids us from collecting a commission on substitute coverage initiated by CMS. Our goal is to make certain that your property is properly insured.

Credit Counselors Can Help

Credit counseling offers valuable strategies and options to help you in times of financial difficulty. CMS provides you with information on how to contact HUD-approved credit counselors, and we have several partnerships with credit counseling agencies across the country that can provide you with additional help.

A Constant Emphasis on Quality

CMS understands that quality control is not only good business; it is also vital to ensuring that customers are treated fairly and correctly. To deliver the highest quality of service, we have established appropriate policies and procedures that are routinely refined and updated. Our compliance department regularly reviews our operations to ensure we are in accordance with the letter and the spirit of federal, state and local laws and regulations. Internal and external auditing groups are regularly monitoring and evaluating our business processes and procedures. The senior management of CMS regularly reviews these evaluations.