Frequently Asked Questions

Payments, Fees and Late Charges

Payments are typically due to Carrington Mortgage Services, LLC (CMS) 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

We offer bi-weekly drafting which automatically drafts your bank account every two weeks for one-half (1/2) the amount of your full mortgage payment. Please login and visit the Automatic Payments page to enroll. Note: This bi-weekly drafting option is not an accelerated payment schedule, and using this option will not result in faster payment of principal, nor will it lower the amount of interest paid over the life of the mortgage. Choosing this option will simply shorten the time frame during which you are making your scheduled payments. The amounts drafted will be combined and posted as a full payment on your mortgage once every month.

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:

  • The Department of Housing and Urban Development ("HUD") hotline number is (800) 569-4287 or you can visit their website at http://www.hud.gov/foreclosure/index.cfm.
  • The HOPE NOW hotline number is (888) 955-HOPE (4673). HOPE NOW is a partnership between mortgage companies and non-profit housing counselors.
  • Residents of the State of New York may visit the New York State Department of Financial Services website at www.dfs.ny.gov and New York State Homes & Community Renewal website at http://www.nyshcr.org/.

To locate the Western Union Agent nearest to you, call 1.800.325.6000 or go to www.westernunion.com.

Complete the Western Union Quick Collect Payment Form. 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 Mortgage Services, LLC physically receives it — not the date you mail the payment or the date on your check.

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

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

Fax  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 an ACH draft set up, your draft date may be delayed the first month of transfer. All drafts will be processed by the 10th of your first month and your draft 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 ACH draft with Carrington Mortgage.

  • 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 ACH draft.
  • If your monthly payment is being electronically drawn from your checking or savings account by your Current Servicer, we will attempt to have your payment continue to be electronically drawn from your checking or savings account by Carrington Mortgage Services, LLC. and applied to your account after the transfer. If for some reason Carrington Mortgage Services, LLC. is unable to transfer this process, 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 Mortgage Services, LLC. at a later date after the transfer. In addition, if you would like to explore other payment options and do not wish to continue using the ACH to make your mortgage payment, you may cancel at any time and explore other payment options by calling one of our Customer Service Representatives, toll-free, at 800-561-4567 or visiting our website at https://carringtonms.com.

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 CMS. 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    
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. Varies 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 the Loan Servicing 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 Mortgage Services, LLC 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 this site until your loan is transferred.


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  800.486.5134

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 and Escrow/Impound Accounts

If you have a 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 / impound account for property taxes, we disburse the property taxes on your behalf. To ensure payment, please fax the property tax bill to 626.667.6419 or mail it to:

Property Tax Center
P.O. Box 2505
Covina, CA 91722

The monthly payment(s) collected as part of an escrow/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 Mortgage Services 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 loss draft processing.