FAQ

FAQ

Payments, Fees and Late Charges

Payments are typically due to Carrington Mortgage Services, LLC (Carrington) on the first of each month. Please refer to your billing statement to verify your loan’s due date.

Your monthly billing statement shows the payment address and includes a return envelope. If you cannot use your billing statement, please mail your payment to:

Carrington Mortgage Services, LLC
P.O. Box 79001
Phoenix, AZ 85062-9001

Please visit the "Mortgage Assistance" page for assistance.

You may also contact the following HUD-approved housing counselors to learn at no charge what other options you may have to avoid foreclosure:

Paying your bill in person is fast and easy with Western Union. Visit WU.com to find a participating agent location. Western union is formless – just bring your account number to the counter to complete your payment. Be sure to include the following:

  • Pay to – Carrington Mortgage Services, LLC
  • Code City – CARRINGTONMS
  • State – CA

Quick Collect payments are transmitted to our office after the close of business and are applied to your account the next business day.

Late fees are determined by your mortgage loan documents and in accordance with applicable laws and regulations. If your payment does not reach us within the grace period specified in your mortgage loan documents, you will be assessed a late fee. For example, if your payment is due on the first of each month, and your mortgage loan documents afford you a 15-day grace period through the 16th of the month, a late charge will be assessed if your payment is received after the 16th of the month in which the payment is due. Your payment is considered received on the day that Carrington physically receives it — not the date you mail the payment or the date on your check.

Yes, we offer AutoPay free of charge. Please login to your account and visit the AutoPay page to enroll.

You can also enroll in AutoPay by completing the Auto Draft Authorization Form. Be sure to include your name, address and Carrington loan number in the space provided and return the form to the following address:

Fax: 1-800-486-5134

Carrington Mortgage Services, LLC
P.O. Box 5001
Westfield, IN 46074

Log in and visit the Payoff Request page.

If your loan has recently transferred to Carrington and you have AutoPay set up, your draft date may be delayed the first month of transfer. All AutoPay will be processed by the 10th of your first month and will return to your original draft date the following month.

You will also receive a letter in the mail to confirm the setup of your AutoPay with Carrington.

  • If your draft is between the 1st and the 9th, you will receive two letters. The first letter will show the draft date of your first payment during the month of the service transfer and the second letter will show the draft date for all subsequent drafts.
  • If your draft date is the 10th or later, you will receive one letter to confirm the date of your AutoPay.
  • If your monthly payment is being electronically drawn from your checking or savings account by your former servicer, we will attempt to have your payment continue to be electronically drawn from your checking or savings account by Carrington and applied to your account after the transfer. If for some reason Carrington is unable to transfer your AutoPay, we will notify you that we were unable to do so and this process will be discontinued in connection with the servicing transfer. You may be able to set up electronic withdrawals directly with Carrington at a later date. In addition, if you would like to explore other payment options and do not wish to continue using AutoPay to make your mortgage payment, you may cancel at any time and explore other payment options.

Below is a list of standard or common fees that you may be charged depending on the services you requested and/or services provided by CMSCarrington. Actual fee amounts may vary depending upon the terms of your loan documents and subject to all applicable laws and regulations.

IMPORTANT NOTE: This list does not include all fees and costs that may be charged for certain services rendered including, but not limited to, foreclosure costs, bankruptcy fees, attorney's fees and court costs.

Fee Description Amount Definition
Payment Processing Fees    
Web Payment $5.00 or as permitted by state law. Payment option offered through our website.
Automated Pay-by-Phone $10.00 or as permitted by state law. Payment option offered through our automated self-phone service.
Pay with a customer service representative $20.00 or as permitted by state law. Payment option offered with a Loan Servicing Agent.
Late Fee 5% of Principal & Interest or as permitted by state law and/or the terms of the note. A penalty for failure to pay an installment payment on time due to a payment not being received within the grace period as specified in the mortgage loan documents.
NSF/Returned or Dishonored Check Fee $7.00 - $50.00. Opens in new windowVaries by State. The fee charged in the instance of a returned check or electronic payment.
Property Inspection Fee $15.00 - $20.00 or as permitted by state law. The fee charged to a loan to determine the value of the property. This fee may be assessed to a loan during a delinquent status.
Release Fee $17.00 or as permitted by state law. The amount paid to a vendor to process and record the release of lien.
Recording Fee Varies by county. The amount paid to the recorder's office in order to make a document a matter of record.
BPO Fee:   The fee charged to a loan to determine the estimated value of a property as determined by a real estate broker or other qualified individual.
Exterior BPO $75 - $90 or as permitted by state law. The fee charged to a loan when an external inspection of the property has occurred.
Interior BPO $110 - $125 or as permitted by state law. The fee charged to a loan when an internal inspection of the property has occurred.

Loan Information

All loan information is displayed on our website in real time. When we enter your payment in our system, the information on our website is also updated.

Loans are automatically added to the website. When you obtain an additional loan with us, the loan will be added to your profile after you log in and displayed on the Loan Summary page.

You will receive notices from both Carrington and the new servicer advising you of the transfer date, as well as the new servicer’s contact and mailing information. Payments and inquiries after the transfer date should be directed to your new servicer; however, you will have access to your loan information through our website until your loan is transferred.

To add an authorized third party to discuss the details of your loan, please complete the form online here, or download the Opens in new windowThird Party Authorization Form. Be sure to include your loan number, signatures of all borrowers on the loan, and a password identifier for the third party. The form can be faxed to 800-486-5134 or mailed to:

Carrington Mortgage Services, LLC
Attn: Customer Research Department
P.O. Box 5001
Westfield, IN 46074

Account and Personal Information

Please request a system-generated password . Our security measures prevent us from sending your original password. Your new password will be sent via email or text immediately.

Please request to have your username sent to you. Your username will be sent via email or text immediately.

Log in and visit the Edit Account Information page.

Log in and visit the Edit Account Information page or notify us in writing:

Fax: 1-800-486-5134

Mail:
Carrington Mortgage Services, LLC
P.O. Box 5001
Westfield, IN 46074

Please include the following:

  • Your name
  • Property address
  • Loan number
  • Previous mailing address
  • New mailing address
  • Telephone number

Questions About Our Website and Your Privacy

Yes, our site is a Go Daddy Secure Site and is secured by a Go Daddy SSL certificate. Information sent from addresses that begin with "https://" is encrypted before transmission.

We recognize that when you provide us with information about yourself, you trust us to act responsibly. We believe this information should only be used to help us provide you with better service.

We take appropriate steps to protect your privacy. We also take reasonable security measures to protect your personal information in storage. Access to personally identifiable information is limited to individuals needing such access to perform their job function.

We will not provide any of your personal information to other companies or individuals without your permission.

To learn more, visit our Privacy Policy page.

We recommend Internet Explorer, Firefox and Chrome.

Insurance, Escrow and Impound Accounts

If you have an FHA, USDA or VA loan we are unable to remove the escrow account from your payment. The escrow account is a requirement of your loan designed to reduce the burden of larger annual payments due.

If you have an escrow or impound account for property taxes, we disburse the property taxes on your behalf. To ensure payment, please fax the property tax bill to 817-826-2385 or mail it to:

Carrington
P.O. Box 9213
Coppell, TX 75019-9229

The monthly payment(s) collected as part of an escrow or impound account are for the scheduled tax payment(s) when they become due. A supplemental property tax bill is not a regularly scheduled tax payment. For that reason, payment of the supplemental property tax bill would remain the responsibility of the homeowner(s).

If your home has sustained property damage, please contact your home owner’s insurance carrier immediately to file a property damage insurance claim. Please contact Carrington at 1-866-328-0343 once you’ve reported your claim to your insurance carrier or if you have any questions regarding the process for property damage claim processing.