Lending Team — Carrington Mortgage

I would like to specifically provide positive feedback regarding Damon Snell - Senior, Special Servicing Specialist. I had received poor customer service from a previous Specialist and complained. Damon became my new, assigned Specialist and I can tell you he has provided above and beyond, outstanding support! I had been approved for a Loan Modification since May 2026 and due to Movement Mtg/Carrington Mtg's delay, I was not sent my modification documents until Oct 2026. In May, interest rates average ranges were from 5.07% to 6.03%. Due to the delays, we have been put at 7% (prevailing rate currently) which equates to about an increase of $500 cash difference in our monthly payment. Damon has went out of his way to advocate for us and keeps up to date as to what's going on, which is very refreshing to see in today's world. Thank you Damon!!

I want to sincerely recognize Cynthia R. Tarin for the help she gave me and my family during one of the most difficult periods of our lives. After a devastating loss in our family, my daughter and I were going through an extremely painful time. At the same time, I was facing serious financial difficulties and was terrified that we could lose our home. I contacted Carrington because I truly needed help and did not know what to do. Cynthia listened to me with patience and compassion. She took the time to understand my situation, carefully reviewed my case, explained the process, and helped me find a real solution. She was professional, knowledgeable, responsive, and, most importantly, genuinely human. Because of her effort and support, my mortgage assistance was approved, giving my daughter and me the security and time we desperately needed. I will never forget what Cynthia did for our family. Her work had a real impact on our lives, and I sincerely hope this review is shared with her supervisors and that she receives the recognition and reward she deserves. Carrington is fortunate to have her. Sincerely Iryna Shulzhenko

Representative made a concerted effort to connect with me the customer. He was successful. He was knowledgeable and thorough. He made suggestions designed to benefit me, I offered one date and he said to be safe let s extend that date. He was correct. My bank told me I would need more time than I had anticipated. He consistently checked with me to ensure I understood and make certain we were on the same page. He summarized our communication and the requisite action items. Excellent customer service. Sandra Kato, PhD

At a time where the economy is quite unstable for us all, I found my contact Kathleen at Carrington very insensitive when communicating with me regarding my repayment plan options and significantly increased costs. Not much effort was put into establishing a relationship with me to understand my situation, however, every email has links to rate her "great" customer service. As Carrington acquired my loan from another servicer, I am hoping that things get better with time. Right now, though?! Lots of room for improvement.

Working with Shamiena Moore at Carrington Mortgage Services has been an absolute blessing. I was dealing with some stressful mortgage issues, but Shamiena stepped in and handled everything flawlessly. What I appreciated most was her clear communication. She took the time to advise me on the exact next steps required to resolve my situation, making a complicated process feel simple and manageable. Her professionalism, knowledge, and kindness deserve the highest praise. Thank you, Shamiena, for your incredible work