Carrington Mortgage SCRA: Servicemembers Connection 888-267-5474

Carrington Mortgage Services does something most mortgage servicers skip: it names the desk. Its contact page has a section headed Servicemembers Connection, “For questions regarding Military Protections and Benefits,” with a phone number, hours, and an email address, and the disclosure page Carrington publishes for the back of its statements carries a Servicemembers Civil Relief Act paragraph that sends anyone called to active duty to the same number (both verified August 2026). What Carrington does not publish is any figure: no rate, no timeline, no dedicated SCRA mailing address. So the statute sets the terms and Carrington’s desk is where you deliver them.

The terms are worth delivering. A mortgage you closed before active duty is capped at 6% for your whole service plus one year under § 3937, the interest above 6% is forgiven and your payment drops by that amount, and under § 3953 no one can foreclose without a court order for that same window. Model the difference in the savings calculator.

What Carrington puts in writing

The statement disclosure’s exact words matter because they are the only Carrington text on the subject: the SCRA “may offer protection or relief including protections from foreclosure as well as interest rate relief to members of the military who have been called to active duty,” and if you have not yet made Carrington aware of your status, “please contact our Military Assistance Team toll free at 1-888-267-5474.” Military Assistance Team, Military Liaison, Servicemembers Connection: three labels, one line.

Getting the cap applied

File your SCRA request with Carrington

1. Confirm the loan was originated before your active-duty start date. Carrington’s site has a whole onboarding track for transferred loans; the original closing date controls, not the transfer date.
2. Call (888) 267-5474 (Mon to Fri 8 a.m. to 8 p.m. ET). Ask the Military Liaison to open an SCRA request, and ask exactly which documents it wants and where to send them. Note the date and the name you spoke with.
3. Send a copy of your orders and a written request to ServicemembersConnection@carringtonms.com. The letter generator drafts one that cites § 3937 and asks for the retroactive adjustment. Put your Carrington loan number on every page; Carrington asks for it on all correspondence.
4. Want paper too? Carrington’s contact page gives one written route for information requests: Carrington Mortgage Services, LLC, P.O. Box 5001, Westfield, IN 46074, or fax (800) 486-5134. Mail with tracking.
5. Get the applied rate, the effective date (your first day of duty), and the end date (separation plus one year) in writing, then check the next statement for the reduced payment and the back credit.
6. If the desk stalls, Carrington’s Customer Advocacy Group takes disputes at (866) 874-5017 or advocates@carringtonms.com (Mon to Fri 9 a.m. to 7 p.m. ET). After that, the escalation playbook.

Where Carrington borrowers lose the cap

Carrington’s invitation is broader than the statute’s cap. Its disclosure asks spouses, partners, and dependents to call, which is good practice for flagging an account. But the 6% cap in § 3937(a)(1) reaches debt the servicemember incurred alone or jointly with a spouse before service. If the Carrington note is in a non-serving partner’s name only, the call gets you a conversation, not a rate cut. Know which case you are before you argue with the desk.

No number means you have to pin one down. Carrington prints “interest rate relief,” not 6%, and no timeline. A servicer that will not commit in writing to the rate and the dates has not applied the benefit, whatever the phone agent said. The refund guide covers what to do when the credit reaches back months.

Transfers into Carrington are the danger point. Carrington’s site has a “Recent Transfer” onboarding track for loans arriving from other servicers. A capped rate is exactly the kind of flag that drops in a boarding. If your first Carrington statement shows the contract rate, send the prior servicer’s SCRA confirmation with your orders to the Military Liaison the same week. The transfer rules that bind every servicer are in the mortgage servicer guide.

Foreclosure “protections” is not a plan. Carrington’s paragraph promises protection without describing it. The law is specific: for a pre-service mortgage, no valid sale or foreclosure without a court order during service and one year after. If Carrington sends a foreclosure notice while you are covered, take your orders and the notice to installation legal assistance that day. And check where Carrington sits next to the servicers that publish real programs on the bank leaderboard.

The law behind this: 50 U.S.C. § 3937

Maximum rate of interest on debts incurred before military service: read the statute.