CARRINGTON MORTGAGE SERVICES, LLC CFPB Complaints

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2000 Latest Complaints
Date Received Timely Response Product Issue State / Zip Submitted Via Tags
07/31/2017 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • NC
  • 28256
Web
From: XXXX XXXX Sent: Saturday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX Subject: Re: Sent to Investor Relations ------Fw: Attorney General complaint XXXX a few months ago - continuation of COMPLAINT- I paid on XX/XX/XXXX Wed. and it hasn't posted (XX/XX/XXXX) to XXXX account???????????????---Re: Loan XXXX From: XXXX XXXX Sent: Saturday, XX/XX/XXXX XXXX XXXX To: XXXX XXXX Subject: Sent to Investor Relations ------Fw: Attorney General complaint XXXX a few months ago - continuation of COMPLAINT- I paid on XX/XX/XXXX Wed. and it hasn't posted (XX/XX/XXXX) to XXXX account???????????????---Re: Loan XXXX I believe I sent in Reaffirmation of Loan when you took over from another company - but, it was never followed through by Carrington Mortgage. I asked XXXX how to do this - she said just write "I reaffirm my loan" on a piece of paper and fax it to you - she got this from the Bankruptcy Department (see string of e-mails below) - when I talked to XXXX I was returning call from Carrington - but, it must not have been noted. They are still calling and leaving messages - it's Saturday XX/XX/XXXX and I can't return call until Monday. My main concern is that the payment I made on Wednesday XX/XX/XXXX has not posted to my account and there was "other" regarding Escrow in the tally - when I went to pay my loan - XXXX said don't worry about it - it would go to $XXXX in XX/XX/XXXX. HELP!!!!! What is going on at Carrington??????? XXXX XXXX XXXX XXXX XXXX XXXX - Loan number below in string of e-mails. I want my payment to post before XX/XX/XXXX since I made it on XX/XX/XXXX. You payment system is archaeic. From: XXXX XXXX Sent: Saturday, XX/XX/XXXX XXXX XXXX To: XXXX XXXX Subject: Fw: Attorney General complaint XXXX a few months ago - continuation of COMPLAINT- I paid on XX/XX/XXXX Wed. and it hasn't posted (XX/XX/XXXX) to XXXX account???????????????---Re: Loan XXXX From: XXXX XXXX Sent: Saturday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX; XXXX Subject: Attorney General complaint XXXX a few months ago - continuation of COMPLAINT- I paid on XX/XX/XXXX Wed. and it hasn't posted (XX/XX/XXXX) to XXXX account???????????????---Re: Loan XXXX Attorney General complaint a few months ago - same scenario of a few months ago Attorney General complaint XXXX- I paid on XX/XX/XXXX Wed. and it hasn't posted to XXXX account???????????????---Re: Loan XXXX ALSO - the following re: Escrow - XXXX at your company told me not to pay the $XXXX (see string of e-mails) XXXX XXXX XXXX XXXX From: XXXX XXXX Sent: Thursday, XX/XX/XXXX XXXX XXXX To: XXXX XXXX Subject: Spoke to XXXX - XXXX XXXX - XX/XX/XXXX - Escrow is not $XXXX after making payment ---Fw: Loan XXXX - has $XXXX (Escrow Balance) amount that it appears I need to pay (see below) Check to see if payment cleared tomorrow!!! XXXX said - all is well - Escrow will be balanced at the end of XX/XX/XXXX - I would only owe $XXXX - she said it goes up and down all the time. They will be running a report in XX/XX/XXXX. I did ask her about reaffirming my loan - and she said there wasn't a form - I would just need to fax in signed and dated Request to Reaffirm my loan to XXXX8. From: XXXX XXXX Sent: Tuesday, XX/XX/XXXX 1XXXX XXXX To: XXXX; XXXX Cc: XXXX XXXX Subject: Loan XXXX - has $XXXX (Escrow Balance) amount that it appears I need to pay (see below) I just need to know how I should pay this????? Do I pay with "Other" when I pay my House payment this month? Or, do I mail you a check? and where do I mail the check? Thank you, XXXX XXXX From: XXXX XXXX Sent: Thursday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX Subject: I made my payment for XX/XX/XXXX - yesterday - now it shows I owe $XXXX Escrow Balance - do you want me to mail this $ to you? XXXX XXXX ------Re: Loan XXXX - has $XXXX (Escrow Balance) amount that it appears I need to pay (see below) Loan Information Loan Number: XXXX Loan Type: First Mortgage Property Address: XXXX XXXX XXXX XXXX, NC XXXX Mailing Address: XXXX XXXX XXXX XXXX, NC XXXX Original Loan Amount: $XXXX *Unpaid Principal Balance: $XXXX Escrow Balance: -$XXXX Loan Origination Date: XX/XX/XXXX First Payment Date: XX/XX/XXXX Loan Maturity Date: XX/XX/XXXX Current Interest Rate: 5.5 % *Unpaid Principal Balance is not the payoff amount. From: XXXX XXXX Sent: Saturday, XX/XX/XXXX XXXX XXXX To: XXXX XXXX Subject: Fw: Attorney General complaint XXXX a few months ago - continuation of COMPLAINT- I paid on XX/XX/XXXX Wed. and it hasn't posted (XX/XX/XXXX) to XXXX account???????????????---Re: Loan XXXX From: XXXX XXXX Sent: Saturday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX; XXXX Subject: Attorney General complaint XXXX a few months ago - continuation of COMPLAINT- I paid on XX/XX/XXXX Wed. and it hasn't posted (XX/XX/XXXX) to XXXX account???????????????---Re: Loan XXXX Attorney General complaint a few months ago - same scenario of a few months ago Attorney General complaint XXXX- I paid on XX/XX/XXXX Wed. and it hasn't posted to XXXX account???????????????---Re: Loan XXXX ALSO - the following re: Escrow - XXXX at your company told me not to pay the $XXXX (see string of e-mails) XXXX XXXX XXXX XXXX From: XXXX XXXX Sent: Thursday, XX/XX/XXXX XXXX XXXX To: XXXX XXXX Subject: Spoke to XXXX - XXXX XXXX - XX/XX/XXXX - Escrow is not $XXXX after making payment ---Fw: Loan XXXX - has $XXXX (Escrow Balance) amount that it appears I need to pay (see below) Check to see if payment cleared tomorrow!!! XXXX said - all is well - Escrow will be balanced at the end of XX/XX/XXXX - I would only owe $XXXX - she said it goes up and down all the time. They will be running a report in XX/XX/XXXX. I did ask her about reaffirming my loan - and she said there wasn't a form - I would just need to fax in signed and dated Request to Reaffirm my loan to XXXX. From: XXXX XXXX Sent: Tuesday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX Cc: XXXX XXXX Subject: Loan XXXX - has $XXXX (Escrow Balance) amount that it appears I need to pay (see below) I just need to know how I should pay this????? Do I pay with "Other" when I pay my House payment this month? Or, do I mail you a check? and where do I mail the check? Thank you, XXXX XXXX From: XXXX XXXX Sent: Thursday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX Subject: I made my payment for XX/XX/XXXX - yesterday - now it shows I owe $XXXX Escrow Balance - do you want me to mail this $ to you? XXXX XXXX ------Re: Loan XXXX - has $XXXX (Escrow Balance) amount that it appears I need to pay (see below) Loan Information Loan Number: XXXX Loan Type: First Mortgage Property Address: XXXX XXXX XXXX XXXX, NC XXXX Mailing Address: XXXX XXXX XXXX XXXX, NC XXXX Original Loan Amount: $XXXX *Unpaid Principal Balance: $XXXX Escrow Balance: -$XXXX Loan Origination Date: XX/XX/XXXX First Payment Date: XX/XX/XXXX Loan Maturity Date: XX/XX/XXXX Current Interest Rate: 5.5 % *Unpaid Principal Balance is not the payoff amount. From: XXXX XXXX Sent: Tuesday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX Cc: XXXX XXXX Subject: Loan XXXX - has $XXXX (Escrow Balance) amount that it appears I need to pay (see below) I just need to know how I should pay this????? Do I pay with "Other" when I pay my House payment this month? Or, do I mail you a check? and where do I mail the check? Thank you, XXXX XXXX XXXX Payment information Loan Number: XXXX Next Payment Due: XX/XX/XXXX Total Due: $XXXX Previous Payment Received: XX/XX/XXXX Loan Information Loan Number: XXXX Loan Type: First Mortgage Property Address: XXXX XXXX XXXX XXXX, NC XXXX Mailing Address: XXXX XXXX XXXX XXXX, NC XXXX Original Loan Amount: $XXXX *Unpaid Principal Balance: $XXXX Escrow Balance: -$XXXX Loan Origination Date: XX/XX/XXXX First Payment Date: XX/XX/XXXX Loan Maturity Date: XX/XX/XXXX Current Interest Rate: 5.5 % From: XXXX XXXX Sent: Monday, XX/XX/XXXX XXXX XXXX To: XXXX Subject: To: XXXX XXXX XXXX - File No. XXXX - Carrington - I consider this closed - but, want the following information added to the record. XXXX XXXX Spoke to XXXX XXXX at Carrington on XX/XX/XXXX - what we talked about is in the e-mail below - I typed this up right after our conversation. To: XXXX XXXX XXXX - File No. XXXX - Carrington - I consider this closed - but, want the following information added to the record. XXXX XXXX XXXX XXXX From: XXXX XXXX Sent: Monday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX; XXXX Subject: Just heard from XXXX XXXX ----Re: NC Attorney General - Re: Tomorrow is XX/XX/XXXX - I made my house payment on XX/XX/XXXX - so far, it has not been taken out of my account?? She said there were system problems - which I noticed this past month - on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. She re-input my payment information - and gave me the confirmation number of XXXX. I did ask - "would this affect other customers - who may be getting "close" to getting a late fee?" This could affect their payment history with Credit Unions also. She is checking into this. So as of XX/XX/XXXX - Carrington System Issues - Carrington registered my payment in their system - but, money did not come out of my Checking account. I had to call Carrington after keeping a check on my Checking account and seeing that the monies were not taken out of my account????? I should have been NOTIFIED by Carrington at least by XX/XX/XXXX THAT MONIES WERE NOT RECEIVED FROM MY CHECKING ACCOUNT. XXXX payment - (see Customer Service Problems below) Paid - XX/XX/XXXX7 - $XXXX - Confirmation # XXXX via XXXX XXXX - Supervisor. She did say I should not have been put on "hold" by XXXX to check my checking account payment information. Thank you, XXXX XXXX From: XXXX XXXX Sent: Monday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX; XXXX Subject: Re: NC Attorney General - Re: Tomorrow is XX/XX/XXXX - I made my house payment on XX/XX/XXXX - so far, it has not been taken out of my account?? NO INDICATION REGARDING WHY PAYMENT HAS NOT BEEN TAKEN FROM MY CHECKING ACCT. Payment information Loan Number: XXXX Next Payment Due: XX/XX/XXXX Total Due: $XXXX Previous Payment Received: XX/XX/XXXX Loan Information Loan Number: XXXX Loan Type: First Mortgage Property Address: XXXX XXXX XXXX XXXX, NC XXXX Mailing Address: XXXX XXXX XXXX XXXX, NC XXXX Original Loan Amount: $XXXX *Unpaid Principal Balance: $XXXX Loan Origination Date: XX/XX/XXXX First Payment Date: XX/XX/XXXX Loan Maturity Date: XX/XX/XXXX Current Interest Rate: 5.5 % From: XXXX XXXX Sent: Monday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX Cc: XXXX; XXXX Subject: CC: NC Attorney General - Re: Tomorrow is XX/XX/XXXX - I made my house payment on XX/XX/XXXX - so far, it has not been taken out of my account?? XXXXInformation sent to NC Attorney General re: my Loan XXXX - payment has not cleared my Checking account - tomorrow is the end of the month***********PROBLEMS WITH CARRINGTON -- DO YOU THINK EITHER OF THE INDIVIDUALS I SPOKE TO BELOW HAVE CALLED ME TO LET ME KNOW THAT ANY INFORMATION WAS INPUT INCORRECTLY?????? NO!!!! _________________________________________________________________________________________________________________________________________________________ Sent to NC Attorney General: Carrington Mortgage Insurance loan payment was made on XX/XX/XXXX. It has yet to clear my checking account - XX/XX/XXXX - so, if it doesn't show up tomorrow, I'll have to pay a late fee. Today, XX/XX/XXXX, I spoke to XXXX at XXXX - she put me on indefinite hold. She was checking to see if correct account was input (checking/debit). I called XXXX at XXXX - Resolve Complex Issues - he wasn't able to see on do anything on his end - and, he had a very arrogant attitude. I did let him know that the Carrington phone system - creates a situation where you never speak to anyone - and, I was put on indefinite Hold previously - and, if he is suppose to resolve complex issues - he should be able to "see" "something" in the system. Help!!!!! I don't want a late fee. But, they haven't taken their payment out of my Checking account and haven't let me know of any problems re: my payment. On the XXXX website - it does show that I have "paid" the payment for XX/XX/XXXX - but, the monies have not been taken out of my bank account. The website was "screwy" this past month. Thank you. XXXX XXXX XXXX XXXX From: XXXX XXXX Sent: Monday, XX/XX/XXXX XXXX XXXX To: XXXX Cc: XXXX; XXXX Subject: Tomorrow is XX/XX/XXXX - I made my house payment on XX/XX/XXXX - so far, it has not been taken out of my account?? account XXXX - XXXX XXXX Tomorrow is XX/XX/XXXX - I made my house payment on XX/XX/XXXX - so far, it has not been taken out of my account?? I need to know that you received my XX/XX/XXXX payment. Thank you, XXXX XXXX XXXX ________________________________________________________________ From: XXXX XXXX Sent: Monday, XX/XX/XXXX XXXX XXXX To: XXXX; XXXX; XXXX; XXXX; XXXX Subject: Continuation of complaint XXXX - CHECK DIDN'T CLEAR TODAY - FOR MY PAYMENT MADE ON XX/XX/XXXX??????: Carrington Fw: Also, I want DOCUMENTS that I have to READ AND SIGN - no assumption of what I'm doing - I want to see the NUMBERS. Thank you, XXXX XXXX If they have some kind of loan in process - I did not okay this!!!!!!! XXXX XXXX (BELOW) contacted me --- I did not okay any type of NEW LOAN due to the fact that I like to see and read everything in WRITING AND I HAVE NOT RECEIVED ANYTHING!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! PLEASE GET MY CHECK TO CLEAR TODAY AND IF YOU NEED TO !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!1 SELL MY LOAN TO ANOTHER COMPANY WHO CAN TAKE CARE OF IT PROPERLY - PLEASE DO SO - WHAT IS GOING ON???????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????? XXXX XXXX XXXX XXXX XXXX XXXX XXXX From: XXXX XXXX Sent: Monday, XX/XX/XXXX XXXX XXXX To: XXXX XXXX Subject: Do I get to review the documents before signing? I also need to "reaffirm" my debt. Do I get to review the documents before signing? I also need to "reaffirm" my debt. I don't want my loan to become a part of "limbo" - I read horror stories online daily. So, you would be making a proposal for a loan for the amount owed now for $XXXX years - with amount in Escrow for Taxes and Insurance? I like to deal with e-mail due to the fact that I do have everything in writing. I sent my Reaffirmation of the loan in XX/XX/XXXX - to Carrington - but, in a recent letter - it didn't seem that y'all had it. I definitely want to Reaffirm my Debt. Thank you, XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX From: JXXXX XXXX Sent: Monday, XX/XX/XXXX XXXX XXXX To: XXXX XXXX Subject: RE: Why are you trying to reach me? XXXX XXXX Re: Post Follow Up Good morning, In response to your email, I was recently assigned to your loan. Carrington wanted to thank you for your business and for being a valued customer with us. We acquired your loan last year and since then you have been on time with your payments. In reviewing your loan you qualify for Carringtons lower rate reduction program. This means we can reduce your rate and payment without you having to have the property appraised, or pay any out of pocket closing cost. You can even keep your term the same! Carrington is extending this offer out because we know if you pay less you will stay with us longer. The rates are low at this time so when we are able to reward our customers we like to make them aware. The process is simple. If you would like to move forward let me know. Have a great day. Thank you, XXXX XXXX XXXX NMLS ID #XXXX Loan Officer Carrington Mortgage Services, LLC XXXX XXXX XXXX XXXX XXXX, IN XXXX Phone: (XXXX) XXXX Fax: (XXXX) XXXX From: XXXX XXXX [mailto:XXXX] Sent: Saturday, XX/XX/XXXX XXXX XXXX To: XXXX XXXX Subject: Why are you trying to reach me? XXXX XXXX Re: Post Follow Up From: XXXX XXXX Sent: Saturday, XX/XX/XXXX XXXX XXXX To: XXXX Subject: Post Follow Up XXXX, I have been trying to reach youplease call me @ XXXX or let me know a good time to reach you and the best number to reach you at. OR If email is the best way to reach you please respond to this email so that I dont continue to call if it is the preferred mode of communication. Thank you, XXXX XXXX XXXX NMLS ID #XXXX Loan Officer Carrington Mortgage Services, LLC XXXX XXXX XXXX XXXX XXXX, IN XXXX Phone: (XXXX) XXXX Fax: (XXXX) XXXX Email: XXXX State Licenses: AL, IN,KY,NM,OH,NC,CA and WA.
09/06/2018 Yes
  • Mortgage
  • Conventional home mortgage
  • Struggling to pay mortgage
  • CO
  • 80831
Web Older American, Servicemember
WE NEED URGENT HELP FROM OUR GOVERNMENT. CFPB -- - Date XX/XX/XXXX XXXX XXXX XXXX # XXXX. XXXX # XXXX. We Just wonder if our Mortgage is getting close to being paid off. We dispute all current Principals from each mortgage lender or collector who held our mortgage after it was sold from the Originator in XX/XX/XXXX. We dispute XXXX, XXXX XXXX XXXX, XXXX ( As Debt Collector for XXXX XXXX XXXX ), XXXX ( As Debt Collector for XXXX XXXX XXXX XXXX, and Carrington Mortgage as Debt Collector for?. They told us our Mortgage Holder is XXXX the abbreviation for XXXX XXXX XXXX XXXX XXXX XXXX? We are so confused by not knowing who the real mortgage holder for our mortgage is for 15 years. We believe our mortgage is a just a business for them. They see us as an investment, not real people with a home they're fond of. It is so horrible. So, our mortgage is an investment for these mortgages, including their 3 Debt collectors which are XXXX, XXXX, and Carrington. THESE ARE the 7 COMPANIES Which Held OUR MORTGAGE IN 15 YEARS. 1. Original First mortgage holder was XXXX XXXX in XX/XX/XXXX.Original Principle was {$200000.00}. 2. XXXX XXXX 3. XXXX XXXX in XX/XX/XXXX-XX/XX/XXXX. XXXX. XXXX XXXX XXXX XXXX XX/XX/XXXX -- XX/XX/XXXX 5. XXXX XXXX XXXX -- ( As a Debt Collector ) 6. XXXX XXXX XXXX -- ( As a Debt Collector ). 7. Carrington Mortgage Servicing LLC. This Debt collector who modified our mortgage as a Loss Mitigation. I am writing this letter for help on my and husband 's behalf. Our Mortgage is a joint ownership with him as primary. Please help, we have been living in fear in 15 years, if these Mortgage companies would exercise their power they will take our dream home which located in the country near XXXX XXXX, Colorado. We would like to file a Complaint against our Current Mortgage Carrington Mortgage as a ( Debt Collector who Modified our Mortgage after transferred from XXXX XXXX XXXX ). -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- UNFAIR MORTGAGES PRACTICES. We need Urgent help, because we been struggling for so very long. We could afford our monthly payment forever if these companies were honest and maybe our mortgage is paid off already. To Whom it may concern, We would like to request all records, audit, accounting, and clarification of all payments on our mortgage in general to see if it is already paid off. Because it is a big mess, and we have no idea if its paid off or getting close to the pay off. We have been paying our mortgage at a very high payment and rate for 15 years. I calculated our payments in that 15 years it was already over the original price which is the {$200000.00}. We have paid approximately {$300000.00} by using out Monthly payment from XXXX, and XXXX XXXX XXXX {$1600.00}, and 12 months times 15 years. We have no idea, because when we had XXXX it was an ARM, and it was {$1.00}, XXXX -- {$2000.00} adjustable rate. Also, there are 7 mortgage companies which were mortgage holders in our mortgage. There are 3 companies as our debt collectors. I asked again they told us Carrington is our Mortgage Holder, which we dont believe them, because they are a Debt collector for a Mortgage company whom we dont know. My question is how a Debt Collector as Carrington Mortgage Service LLC is our Mortgage holder instead of Debt Collector, because they never refinanced our Mortgage to begin with. The last mortgage who refinanced, as a modification was XXXX XXXX XXXX in XX/XX/XXXX. We need a break, because these mortgage companies commit frauds, are abusive, and very controlling of our lives. We just wonder if these debt collectors have licenses to refinance our mortgage in the State of Colorado, because we have an email from Carrington ( debt collector ), as a list of where they have licenses, and the State of Colorado where our Mortgage located is not listed, so that means they have no license or right ( as a debt collector ) to modify our mortgage with a very high monthly payment. We need help or relief from from our Federal government. Cant you all see that the mortgage companies abuse us, lie, and are very dishonest on us, and created a big mess? Not only that they've passed us around with 7 companies who been transferring our mortgage to each other without our right or agreement to do so. We are the homeowners, not just an investment cash cow. Please help, we need a break, we need a life, and we have been struggling with a very high rate for 15 years, and we need our Federal government to help solve our difficulties. We have been trying the best we could in that 15 years, and we have no power to deal with these mortgages at all. Our Mortgage as a Single Family Residential, and real house, and not a mobile home. We Originally purchased our Mortgage inXX/XX/XXXX, and the house was built in XX/XX/XXXX, and was refurbished just before we bought it. The original price was {$200000.00}. 1. FIRST MORTGAGE HOLDER WAS XXXX XXXX a ) Our rate with XX/XX/XXXX was 8.784 % b ) Monthly payments {$1400.00} c ) The Original Mortgage Holder when we first bought in XX/XX/XXXX XX/XX/XXXX. 2. XXXX XXXX in XX/XX/XXXX-XX/XX/XXXX a ) Our rate was 8.784 %. b ) Monthly payments {$1400.00} 3 XXXX MODIFICATION- from XX/XX/XXXX -- -XX/XX/XXXX which is a 4 years ). a ) Our Rate was 9 %, 10.500 %, up to 11.125 % as an adjustable rates. Late Charges -- {$20.00} b ) Our monthly payments from {$2000.00}, {$190000.00}, and {$1600.00} c ) XXXX lender was XXXX XXXXe lender as the XXXX XXXX XXXX XXXX, which may not have been properly licensed and the mortgage would be invalid. Most of our problems started with XXXX. Like so many others, they ripped us off. 4. XXXX XXXX XXXX XXXX inXX/XX/XXXX -- -XX/XX/XXXX). a ) Our Rate was 7.75 %. b ) Monthly payments of {$1600.00} -- -- {$1.00}, XXXX -- {$2000.00}, same payment was continue from XXXX. We asked XXXX XXXX XXXX to modify our Mortgage, hoping for a lower payment and some relief for our budget. They should have lowered our rate and payment, but they did not. XXXX XXXX XXXX raised our principal balance to {$200000.00} after 6 years. When XXXX XXXX XXXX modified our Mortgage they raised the principal balance to {$200000.00}, which was over the original balance of {$200000.00} when we first purchased our mortgage, and then just continued the same payment of {$1600.00} we had from XXXX, and gave us a 7.75 % rate. So, what does Modification mean? We sought help to lower our payment and rate, but that did not happen with XXXX XXXX XXXX 's modification. After the Modification with XXXX XXXX XXXX We found out XXXX XXXX XXXX is not our Mortgage Holder, and it was XXXX is our Mortgage Holder instead of XXXX XXXX XXXX. XXXX had become part of XXXX XXXX XXXX. It was not an ARM or adjustable rate, but XXXX XXXX XXXX adjusted my payments from {$1600.00} to {$1900.00} three times, and then collected this payment, they also transferred these 3 payments to XXXX to collect it again. They did this without any explanation or justification. Very creepy, and very dishonest. We overheard that XXXX XXXX XXXX modified our mortgage, even though XXXX was still our Mortgage holder. XXXX XXXX XXXX carried over the problems and abuses from XXXX. These mortgage companies dont tell the truth to homeowners, but they lie, and are very abusive, and dishonest. None of them tell the truth. 5. XXXX XXXX XXXX XXXX - -- -- ( As a Debt Collector for XXXX XXXX XXXX XXXX. a ) Our Rate was 7.75 % was transferred from XXXX XXXX XXXX. Late Charges was {$12.00} b ) Our Monthly payments was {$1.00}, XXXX was no different from our XXXX XXXX XXXX payments. 6 ) XXXX XXXX XXXX- ( As a Debt Collector also XXXX, same as XXXX XXXX account number. a ) Our Rate was 7.75 % same as XXXX 's Mortgage. b ) Our Monthly payment {$1600.00}, same as XXXX 's Mortgage. 7 ) Carrington Mortgage Services , LLC -- - ( As a Debt Collector ), and we have no idea who they collect the Debt for?. a ) Our Original rate from XXXX, before transferring our mortgage in XX/XX/XXXX to Carrington, was 7.75 %. Carrington modified our loan, and would only reduce our rate to 6.370 %, and we are very sad about this. We had no choice, but to sign the Modification with fearful hope so they wont foreclose our dream home in the country. We've lived in it for 15 years. b ) So, our current rate with Carrington is 6.370 %. c ) Our monthly payments to send every-month for 6 months is total -- $ {$2100.00} including late charges of {$75.00} d ) Carrington just gave us 6.370 % from the Original rate after transferred our Mortgage from XXXX as of 7.75 %. We did sign for Mortification by fear of losing out home, because we have no other choice. We could only qualify for Loss Mitigation as our only choice, and could not use my husband 's VA in 15 years. We call every mortgage company for help, but nothing worked out, and we gave up looking. All these years of looking for help was a waste, because our credit was damaged so severely by these companies. Carrington is the Debt Collector for our current mortgage. With all the messes, and our severe struggling from all the previous mortgages to today with Carrington Mortgage our problems are getting worse. We were so afraid, and lived in fear for 15 years of foreclosure or loss of our dream home, we applied for Loss Mitigation with Carrington Mortgage just to do something to save our dream home. This is the only program that we qualified for, and had no other choice, but take the high road to save our home. So, Carrington wanted us to pay a trial payment 3 times of {$1900.00} in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, and then they qualified us for Modification in XX/XX/XXXX, which was not good at all, because they gave us the same payments that we paid for the trial. Its possible that they dishonestly wanted to see if they could pry more money out of us. Also, the Original rate from XXXX was 7.75 % was transferred to Carrington, and Carrington modified our Mortgage, and only gave us 6.370 % rate. So, even with the VA in 15 years we had never been able to get help from anybody. We never qualified no matter what, because our credit was severely damage by these Mortgage Companies, and other finance institutions. We did not create all these things that happened to us. We have a guaranteed income to afford our mortgage, but there is no help from anybody for us to have a break from paying a very high payment and rate in 15 years. We sometimes feel like giving up our dream home, but we couldnt, because it was already underwater, and we cant get any money from it, because the current principal after 15 years is still {$190000.00} and the Original principle in XX/XX/XXXX was {$200000.00}. So, we keep floating with very high payments, for fear of losing our home. In 15 years we had never been able to pull the equity to help us. We have no idea how much the equity is on our house in 15 years. Our home needs remodeling, and so many things to fix etc. So, we had 7 mortgages over the 15 years since we purchased our home. So, we will be paying our home until we die, and it will never be paid off, and we'll have nothing for our kids at all. I am XXXX, and my wife is XXXX. We have no savings at all, because of paying our mortgage at a very high payment for 15 years, and dont know how much the real principal is or if it is already paid off or close to it. We need URGENT help, because our current payment to Carrington mortgage is {$1900.00}, and plus charge of {$75.00} altogether is {$2100.00}. Our problems are getting worse, caused by a very high monthly payment. We live from pay check to pay check. Sometimes we have no money for weeks, because all of XXXX retirement is going to Carrington every month, and his current job is taking care of our other bills. And, the wife is not able to work, because of our credit reports in 15 years our both scores are in the 500s. We know our mortgage is just an investment for these mortgage companies. We could not do anything, but follow what they tell us to do, and do the monthly payments like tossing our hard earned money into a dumpster. We need urgent help from the Federal government to save our lives, because we did not do this. We have been struggling for 15 years, and dont know what else to do. We had a payment that was sent to Carrington Mortgage in XX/XX/XXXX, and it was returned, it was insufficient caused by our struggling. So, they resubmitted twice without us knowing it, and we just found out after we got our statements from the bank. And, now Carrington has punished us, because of that insufficient funds. We can no longer do a payment by phone, but make a cashier check to send XXXX XXXX, or XXXX XXXX for 6 months. So, my wife has to drive 45 minutes to town to our bank to make a cashier check every month for 6 months to send by XXXX XXXX or XXXX XXXX to pay them by Carringtons order. Carrington Mortgage Services , LLC as a ( Debt Collector ) is a ripoff. And, just wonder if they have a license in the States of Colorado to modify our mortgage. Also, we wonder about these three Debt Collectors such as XXXX, XXXX, and Carrington. Do they have the proper licenses, or qualify as our mortgage holders. Please, we need urgent help, because we have no idea what next if we could not refinance our mortgage in so many years, and we have to do something to save our mortgage from these mortgage companies who already took our lives away. We have nothing to look forward to, but suffering everyday, and sadly. We have nothing for our kids, and grandkids. We can only try for ourselves to live, and we never help our kids. We want to file complaint about our current Mortgage which is Carrington Mortgage Services , LLC . This is a continuing severe problem with our Mortgage Companies which we have been fighting for 15 years. We want to audit all of our payments over 15 years to see if we're getting close to paying off our mortgage or know exactly what the real principal is, the payments, and everything in general, all the aspect of our mortgage, because our payments go up, and up, and may get worse or finally we'll lose our house or be foreclosed on by Carrington Mortgage. These companies have hidden or obscured the facts so we can keep giving them money. We have been living with fear of losing our home. Please, help. We did submit a letter of our hardship to Carrington Mortgage, when processing the loss mitigation. So, they didnt even think that we have other bills to take care of, and also that my wife is not working. So, they told me it was dependent on our income. We need food, and have other bills to take care of, and so forth. We want a lower payment so we could have a left over for fun, because we have never taken a vacation in our life time. Carrington should have read out hardship letter, and should understand it. They said it depends on our income. So, his entire retirement of {$2100.00} is going to Carrington Mortgage for our monthly payments indefinitely, and we dont know if or when we are going to pay off our mortgage. This is all his pay check, and all our bills all together including our mortgage totals {$3.00}, XXXX monthly, and almost {$4000.00} monthly, and there is not much left every month. We have to have something for ourselves, because we work hard for our money. For 15 years we always work to keep up our monthly payment on our mortgage, because this is our dream home in the country, and we deserve something good, because we work for it. Today, we never have a vacation in 15 years, because our home is our priority to take care the payments so we could have a place to live. We are a victims of their fraud, and crimes. We work hard, and have honesty, and are tax payers, and we dont need this treatment from these companies. We obey the Law, and they dont. Please, help to save us from difficulties so we could have a life to enjoy, life is short, and look in to our problems urgently which there was no fault of our own. We dont know how we made it in 15 years. We could be homeless if we gave up. Please, help, our monthly payment will never go down, but keeps going up. Maybe Carrington mortgage company is trying to drive us into a foreclosure, since this is a nice property and houses here are going up in value.
06/20/2019 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • CA
  • 92307
Web
I apologize in advance for this long complaint. Our loan was bought out from XXXX XXXX XXXX by Carrington Mortgage and unfortunately it has not been pleasant. My first experience with them was when creating an account I chose paperless billing as I had with XXXX XXXX XXXX because our mortgage payment is automatically sent by our bank every month. One day I logged in to check something and I saw that the payment amount was higher which was alarming because I never received a notice in the mail and I had been paying the amount that was known to me to be the current payment amount for a few months after the payment amount had been changed. I immediately made a payment for the difference for that month and called and was told by customer service that a new escrow analysis had been processed and because I had signed up for paperless billing the escrow analysis is not sent by mail. I was worried about a negative reporting on our credit and she said because the difference was not a large amount they just continued to process the payment. I am grateful for that but if I had not logged in to my account my payment would have been short for months and I do understand that it is my fault for not logging into my account and seeing the update earlier. XXXX XXXX XXXX did my escrow analysis at the beginning of every calendar year which was what I was used to and they sent a paper notice in the mail advising me of the change despite having paperless billing. So needless to say I am back wasting paper because I do not want to miss out on important changes to my mortgage like I did before. So even though I missed the change that made a bad impression on me but what could I do because this is now my new mortgage company. So this past month I received another escrow analysis for XX/XX/XXXX to XX/XX/XXXX and my payment was again increasing. When reviewing my homeowners insurance policy I noticed that the amount on my escrow analysis was {$740.00} and the policy amount was {$720.00}. I did make a change on my policy that dropped the payment to {$720.00} before the policy renewal was due. So I called to see why the escrow analysis was not reflecting the correct amount. The first person I spoke with was a lady in the escrow department and she did not see that the policy amount had been changed so she called the insurance department and we had a conference call. The second person I spoke with on the conference call was a gentleman who was not friendly at all and he told me that Carrington paid the insurance policy 45 days in advance of the XX/XX/XXXX due date for {$740.00} even though they received the amended declaration showing the new amount of {$720.00} in XXXX before the due date. He then proceeded to tell me that I needed to make a payment back to them to refund the {$27.00} that was overpaid because the escrow analysis will show what they paid as being the correct amount because that was what was paid even though they had the amended declaration showing the adjusted amount. The lady disconnected the call with the insurance department and told me she was a little confused because he did not explain himself well but once the refund of {$27.00} is mailed to wait 15 days and then call in and they can do another escrow analysis because the increase in my insurance payment is what caused my mortgage payment to go up. I asked her wouldnt the insurance company send Carrington a refund for the overpayment since they were the ones who made the payment. She said no that they would send the check to me which I thought was a little different but I didnt question her. So she said I could pay the overpayment amount myself at that time but if I paid over the phone or online there would be a fee for the payment so it would be better to mail it in. I told her I would call my insurance company to see if a refund check was mailed and asked her what the address was for the check to be mailed to. She gave me an address is XXXX, Ca. I then called XXXX, my insurance company, and spoke with a lady and she said she would send a note to the accounting department with the updated address because it showed they sent the refund check to Carrington in XXXX. She said the refund check would not be mailed to me because Carrington made the payment, which is what I thought. She said to call back on Friday as it was Wednesday, to see if the check was mailed out. I did not have the time to call back until the following Tuesday but before I called XXXX, I called Carrington again because I still was not understanding the reasoning during my initial call the previous Wednesday. So I explained my concerns to the lady that I spoke with, which was now the 3rd person I had talked to, about what I noticed on my escrow analysis. I also told her that Carrington has been nothing but a hassle since they bought our loan. There is an escrow cushion of over {$400.00} built into my escrow payment and with XXXX XXXX XXXX I could ask for the cushion to be removed and just to include the exact amount in my escrow payment that would cover the bills being paid out of my escrow account. She said that she was sorry but the escrow cushion is required and then proceeded to tell me as well that I needed to make the payment for {$27.00} and that if they reran my escrow analysis now my payment would go up again because the escrow account would be short which made no sense at all. If my insurance payment was actually cheaper then my payment should go down and if they reran the escrow analysis at that moment with the {$740.00} amount that is currently on the escrow analysis the payment would be the same because there are no changes to the account but I didnt question her. She then said I could pay over the phone and I told her I was advised that I was told I would have to pay a fee and she said that there are ways around that because a supervisor could waive the fee because of what was going on. I told her that I was never told that by the first two people I spoke with and that I was told if I mailed it in that I needed to wait 15 days and then call to have the escrow analysis reran. She said she did not that I should not wait 15 days because I need to have the escrow analysis reran as soon as possible so my payment amount can be adjusted. I told her I would call the insurance company to check on the status of the check. I then called XXXX and explained that I was checking to see if the refund check was mailed to Carrington. She then said that they did not send a check to the address I gave them in XXXX because the accounting department said the refund check was sent to an address in XXXX XXXX, Texas and was cashed on XX/XX/XXXX. At this point I was pretty upset because I could see that I was getting the run around from Carrington. I got the complete address of where it was mailed to and the reference number and called Carrington again. So the 4th person I spoke with was XXXX. I explained to him that my escrow analysis had the incorrect amount for my homeowners insurance and that I was instructed to send in the difference before my escrow analysis could be rerun but Carrington had actually received the refund amount and cashed it 6 months ago. So I asked why was the incorrect amount being shown on my escrow analysis and the correct amount for my insurance not being reflected on my account. He looked over the account and confirmed the refund was applied to my account in XXXX. He then said it was put back in my escrow account so that money was included when doing my escrow analysis so my escrow analysis was correct. I told him I can understand that the money refunded was included in my escrow analysis but the amount of my insurance being used to come up with the escrow amount was still incorrect. He did not understand what I was saying and again told me what he had just stated about the refund money. I asked him to pull up my escrow analysis so we could look at it together. When he pulled it up I asked him to look at the amounts listed for the next cycle of payments for XXXX that they totaled up and used to get the amount needed for escrow. He then understood what I was saying and said he needed to put me on hold and he was going to call the insurance department. After a few minutes he came back on the line and said that he reached someone and she could see that the refund was received and they had the amended declaration but she did not know why the correct amount was not updated and he asked me to hold again to see what she could do. When he came back on the line he said she was able to make the change and I needed to wait 24 hours because it doesnt update immediately on the escrow side and so to call back on Thursday then I could get a new escrow analysis done. I asked if she explained why the refund that was received 6 months prior was never applied to reflect my correct insurance amount. He said she said she did not know. So I am hoping when I call in again tomorrow and talk to the 5th person about this that I can get a new escrow analysis and this saga will be over but I am filing this complaint because Carrington Mortgage obviously has some serious issues with their company that need to be resolved. My issue would never have been an issue if they would have updated my account properly 6 months ago. They have no issue cashing checks promptly and raising mortgage payments and adding exorbitant cushions for possible increases but when calling for help to rightly lower a payment no one understands what you are talking about and you have to jump through hoops to get it done. They dont even have the correct address for payments apparently since the check sent to Texas was cashed even though it didnt get sent to the XXXX address. Every person I spoke with was very adamant about making sure the refund was sent to Carrington before they could do anything even though they had an updated declaration and they had the money the whole time. Why could they not see that, especially the insurance department? Why did I have to find out from the insurance company and then call and make them see that the payment was applied? Why do I have to take time out of my day to call over and over again to have them do their job correctly? When I started reading reviews online about Carrington everyone who has had their loan bought out by them is very unhappy with how they handle their business. I truly hope my husband will look into refinancing so we can dissolve all ties with Carrington and get a company that deals with their customers honestly and knows how to do their job properly. With all of the bad things in the media some years ago about XXXX XXXX XXXX I never had issues like I have had in this short time with Carrington. Carringtons message when you call says they are a debt collector and that is truly what they are and they treat their customers accordingly.
08/31/2017 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • NJ
  • 08742
Web Servicemember
XX/XX/XXXX Carrington Mortgage Services , LLC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Attn : Customer Research REF : Home Mortgage Account # SUBJECT : Request to Assist in Correcting Credit History To whom it may concern : We are respectfully requesting that Carrington Mortgage Services , LLC review our loan history. We are requesting that you assist us in making the necessary and appropriate corrections to our credit history and thereby restore our credit moving forward. This is in response to a conference call conducted on Thursday, XX/XX/XXXX with Carrington Mortgage Services Customer Service Manager XXXX and XXXX XXXX Customer Service Representative, XXXX. This is not our first mortgage or financial obligation. We have both had several during our adult lives. However, this is certainly the first that has negatively impacted either of our credit scores. Since the beginning of our financial dealings with Carrington Mortgage in XX/XX/XXXX - XX/XX/XXXX, it has definitely been a rocky road despite numerous conversations with Carrington customer service. However, it has always been our goal to remain in good financial standing. After speaking with XXXX, we learned some things that should have been handled better and would have mitigated many of the issues experienced along the way. We would like to rectify this moving forward. The following are just some of those issues : The sale of our mortgage from XXXX XXXX XXXX ( XXXX ) to Carrington in XX/XX/XXXX-XX/XX/XXXX could have been handled better. We intended to make our payment at the local branch of XXXX on XX/XX/XXXX. We were advised that our mortgage had been sold. We asked, to whom, the teller advised that they did not know but we should be notified shortly. We did n't receive any correspondence until we received our first mortgage statement on XX/XX/XXXX. We mailed out the payment stub and check # XXXX ( {$3600.00} ) on XX/XX/XXXX. It was our monthly payment of {$3400.00} and an assigned {$130.00} late fee. We assumed this was just part of the transition. However, on or about XX/XX/XXXX we received the first of numerous Notices of Default and Intention to Foreclose, please see attached. We would both receive at least 3 at a time including additional ones sent via certified mail to the post office. We also received numerous voicemails at home, threatening the same. We called Carrington Customer Service upon receipt, they advised us that this notice along with the voicemails are sent automatically and possibly in error due to transition. The representative that we spoke to advised us that we were overdue. We explained that we had tried to make payment at XXXX but it was not accepted due to sale. She advised, do n't worry just continue making monthly payment plus additional amount to apply to overdue balance. We chose to send $ XXXX additional until we were up to date. She then directed us to send these payments directly to Carrington Mortgage at : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA. By sending to this location, we were advised that payment would be handled by an actual person so funds would be applied properly to our account. We felt somewhat better despite foreclosure notices. In XX/XX/XXXX, we received our second statement. This statement ( attached ) shows that we have an overdue payment of {$3600.00}. As directed by Carrington Customer Service, we subsequently mailed our payment to the aforementioned address ( our regular payment {$3400.00} plus an additional {$500.00}, with note on payment stub as directed to apply to overdue balance ) in check # XXXX for {$3900.00}. However, on XX/XX/XXXX, we received the attached letter and our XX/XX/XXXX payment check marked PIF. Included with our returned check, was a letter that formally stated that our payment check was returned because the loan was paid in full. We knew something was obviously wrong. We called Customer Service on XX/XX/XXXX and were placed on hold at XXXX ( EST ). When a representative answered the call, we were advised that our account could not be located by either our phone or our loan numbers. We remained on hold until XXXX ( EST ) with no assistance received. We subsequently called again on XX/XX/XXXX at XXXX ( EST ) we spoke with, XXXX . We briefed him on our situation. At XXXX we were again placed on hold. At XXXX he returned and he advised us that he needed to check the status of our account with his supervisor. At XXXX he returned and apologized, he informed us that he was waiving the late fee and we made payment over the phone in place of the returned check ( check # XXXX ). The confirmation number given was # XXXX. Moving forward we were directed to continue sending our regular payment ( plus the additional {$500.00} ) and as previously instructed to send to the XXXX XXXX address so funds, could be applied properly. XXXX also directed us to send the attached cease and desist letter to stop the foreclosure notices and threatening voicemails. Our intention was never to stop all communications. Please note, the letter specifically states, harassing correspondence and voicemails regarding the default and foreclosure on our mortgage and added at the close of the letter, should you have any questions or need additional information please do not hesitate to contact us. In addition we provided both our home phone number, cell phone number and an accurate email address. XXXX was very nice and extremely helpful. However, the phone calls stopped but the letters did not stop. Our bank records consistently showed that our monthly checks were received and cleared on time. However we were still receiving numerous notices. In good faith we continued to send payments as well as additional funds through XX/XX/XXXX. At this point, the account was up to date and the letters finally stopped. In XX/XX/XXXX, we explored refinancing our loan with the company who originally held the mortgage on this home. However when our credit scores were run, we were advised us that our credit has been dramatically effected for some reason. Subsequently we were unable to refinance at that time. In early XX/XX/XXXX, we called Carrington Mortgage Customer Service and spoke to XXXX. We briefed her on situation. She advised that we send a fax to Customer Research and request that they look into the issue. A couple of weeks later, a letter was received regarding this inquiry. It stated that since the request was signed electronically, they would not respond to the request. Also, in XX/XX/XXXX, we again received a letter from Carrington Mortgage stating they had not received our payment. However, our bank records showed that the payment ( check # XXXX ) had cleared on XX/XX/XXXX. To avoid further discrepancies, on XX/XX/XXXX, we went to our bank, XXXX XXXX, and requested assistance. We inquired about setting up an ACH transfer, to be assured payments continued to be made on-time. However, we were told that Carrington Mortgage is unfortunately not in the XXXX XXXX system approved for ACH transfers. We then opted to have the bank representative, XXXX, set-up a XXXX XXXX automatic bill pay on our account. It was set so that the payment check would be sent out no later than the 10th of every month directly from XXXX XXXX. Starting in XX/XX/XXXX, our payments were made utilizing bill pay directly from XXXX XXXX so we have a record of all payments made. It worked well until XX/XX/XXXX, when the mortgage increased to {$3500.00}. We received notice in late XX/XX/XXXX that payment was not made. However, our bank records showed that the check cleared on XX/XX/XXXX ( {$3400.00} ). We subsequently returned to the bank in person on XX/XX/XXXX to assure that the payment amount was adjusted to {$3500.00}. The XX/XX/XXXX payment cleared on XX/XX/XXXX. Since previous payments were made through the automatic bill pay without incident for 10 months, we assumed payments would be back on track. In XX/XX/XXXX, an overdue payment amount of {$140.00}, appeared on our Carrington Mortgage Statement. We believed this was due to the XX/XX/XXXX increase in payment, so check # XXXX was sent ( for {$140.00} ) to resolve this balance. However, unfortunately due to an error made in the XXXX XXXX system, our XX/XX/XXXX and XX/XX/XXXX payment amounts reverted back to {$3400.00}. We were unfortunately unaware of this error. The foreclosure notices started again. This brings us to the present and the conference call mentioned earlier. Approximately 21 months after our XX/XX/XXXX conversation with XXXX, the accounting practices utilized by Carrington Mortgage were fully explained to us by XXXX in XX/XX/XXXX. During this phone conference, it was stated that despite the direction given by XXXX in XX/XX/XXXX, payments that are considered to be partial are actually placed in an unapplied funds bucket by Carrington Mortgage until the following month. As it was explained, a portion of those funds are then applied to previous month to complete that month but subsequently making the preceding month short. Unfortunately in our case, based on poor customer service given in XX/XX/XXXX, this process became a vicious cycle in our account twice ( XX/XX/XXXX-XX/XX/XXXX ) and ( XX/XX/XXXX-XX/XX/XXXX ). In the first instance, we had been told there would be allowances made due to the roll-over/transition from XXXX and in the second we were relying on our bank to follow our written directive to increase the payment amount ( an increase of what amounts to approximately only {$50.00} ). During our discussion with XXXX, it was asked why a customer service phone call or letter was not received actually explaining this process. It could have been very easily rectified. She advised that there was not a phone number on record for the account. Even though the cease and desist letter she referenced ( from XX/XX/XXXX ) specifically provided our contact information and asks for contact regarding any other questions or concerns. As previously noted, the request was only intended to cease and desist the harassing correspondence and voicemails regarding the default and foreclosure on our mortgage. XXXX advised that in order to reinstate communications we would need to fax another letter. That letter is attached herein. We have also provided XXXX with our home phone number and cell phone number again. During our conference call, XXXX was adamant that Carrington Mortgage had done nothing wrong and the errors were ours solely. We disagree and the impact to our credit and our good financial standing must be rectified.
06/25/2021 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • CA
  • 93551
Web
Summary Of My Complaint About Carrington Mortgage Services , LLC My mortgage was transferred from XXXX XXXX XXXX XXXX Carrington Mortgage Services , LLC several years ago. I have never made a late payment to Carrington Mortgage Services , LLC due to my monthly mortgage payments being set up on autopay. Over the years I have received multiple phone calls and emails from Carrington Morgage Services offering to refinance my mortgage at a lower interest rate, I finally agreed in XX/XX/XXXX to proceed. Below is the sequence of events that have occurred since the refinance closed in XX/XX/XXXX. XXXX Refinance was completed I was advised the autopay would be set up as before since I am using the same bank account number and routing number, as on the old loan number. XXXX : Carrington advised me they had not set up the autopay, although my Carrington account showed it set up on XXXX. They gave me the choice of making the payment online with an additional XXXX fee or over the phone with them at a XXXX fee, I made the payment online with the additional XXXX fee. XXXX : Auto payment had not gone through yet. I checked my Carrington account which had a yellow flagged message A payment was returned on your account on XXXX : in the amount of XXXX due to Payment Account Not found. I had the funds in my Bank account to cover the payment ; I called Carrington they were closed. XXXX : I called Carrington and spoke with ( XXXX - I.D . # XXXX ) : She advised me I can request a waiver of the XXXX late fees, but I cant request a fee waiver until this months payment is made. I can make the payment now with a XXXX fee or you can make the payment online for a XXXX fee. I advised XXXX that I should not be paying any fees because my account shows the autopay was completely set up on XXXX. XXXX advised me I cant waive the payment fees but you can do it online while I hold, I will then request my supervisor waive the XXXX late fees. I again made the payment online with the additional XXXX fee. XXXX said, XXXX 's payment is scheduled for autopay on the XXXX. XXXX : I called to verify the late fee was waived, I spoke with ( XXXX - I.D . # XXXX ) She said the late fee of XXXX is still on your account. I asked for a supervisor, She initially told me I cant reach a supervisor I can have one call me back or you could call back later. I asked the purpose of having a supervisor call me back, and they wont be able to reach me and continue to play phone tag like I've been doing the entire week, and stated they are doing this on purpose to avoid dealing with it. I advised her when I spoke with XXXX yesterday she advised me that she would have her supervisor waive the fee. When I told XXXX that I'm not letting this go ; if it was my error and I wouldn't have a problem paying it but I did everything by the book. She then said she had a supervisor on the phone and she approved the waiver which will take 24-48 hours. I asked if I logged into my account next Tuesday or Wednesday the fee should be removed she said yes. **Note** All XXXX did the prior day was try to take my payment and charge a fee, and XXXX did not address my concern about my autopay. XXXX : Late fee reversed from my account. XXXX : I received a call from Carringtons automated system, no voice mail was left. I called Carrington and spoke with ( XXXX : he did not give his employee I.D . ) about the missed call. He said " If the payment isn't received by a certain timeframe due to COVID, because people are missing payments the automated system calls. There is nobody on that automated call system. '' XXXX said auto pay draft set up but scheduled for ( XXXX ), most likely autopay will not go through this month. Did you make any changes? '' He advised me he was going to put me on hold to check then hung up. I called back spoke with ( XXXX - I.D . # XXXX ) she said " the approval date for autopay was XX/XX/XXXX I don't know why it didn't go through last month. I told her I had the same problem last month ( XXXX ) and was charged a XXXX late fee plus a XXXX online fee. When I asked why these errors continue to happen since I did the refinance, XXXX cut me off stating " if you let me talk I can tell you what I can do. '' She said she would take the payment over the phone and have her supervisor authorize waiving the phone fee ( CF # XXXX ). She only took a 2nd payment and didn't address the autopay issue. XXXX : This month 's payment has been processed, however, my Carrington account now shows the next payment is due on XXXX instead of XXXX. I called Carringtons automated system and was advised the next payment is due on XXXX. '' I spoke with ( XXXX - I.D . # XXXX ), she said " your next payment is not due to XX/XX/XXXX thank you is there anything else I can help you with, '' then tried to end the call. I asked, what about XXXX payment? '' She said, the 1st payment went through on XX/XX/XXXX and another 2nd payment on XX/XX/XXXX. She said she would transfer me to XXXX on the Escalation Dept. I spoke with ( XXXX I.D. # XXXX EXT XXXX ), in Escalation Dept. He said, " I don't know why the last agent gave you incorrect information. '' He said he would submit a stop payment on the 2nd charge which would take 3-5 business days. I asked what happens when my bank charges overdraft fees due to the 2nd payment being made in error by Carrington. XXXX said, we will cover all overdraft fees. I mentioned several times how this has been a nightmare ever since I did the refinance. He asked for my Banks routing and account numbers and the address of the bank, I gave him the information. XXXX said, " Carrington will cover any O.D. fees, call me directly at extension XXXX and I will have the O.D. fees refunded. '' I asked him if he could send that in an email because of the constant misinformation. He said, we can't send a document but the call is being recorded and I will document your record. '' I advised him that I was skeptical of their documentation and asked what XXXX documented from yesterday, he said " she documented that the client called to make a payment and she waived the fee. No mention of the autopay. '' I said this proves my point and since you record, all calls listen to it. It's scary that she and her supervisor missed the autopay. He said the supervisors don't look at the records they just approve the waivers. '' XXXX : I called Carrington to advised XXXX of the XXXX NSF charged by my bank ; he acted as if he never spoke with me. Then said, " oh yeah now I remember. '' He said, you need to contact your bank and have them mail your bank statement showing the charge. I asked why should a customer have to spend their time and money on something that was Carringtons error, and advised him my bank cant mail me XXXX statement because the months not over yet. I asked how is Carrington going to compensate me for all the time and money Ive wasted on these calls. XXXX then transferred me to his manager XXXX. ( XXXX XXXX - I.D . # XXXX ) : He identified himself as a Manager. Mr. XXXX said, " we can't compensate individuals for problems we caused, but we can refund charges. '' I responded, " so you're telling me that when Carrington makes mistakes causing their client frustration, time and money there is nothing you can do. '' He said " yeah. '' I said " how about this. How about firing those incompetent front-line staff. '' He said I will follow up and address that particular agent, I can't discuss what will happen but we will address it. '' XXXX stated I apologize for XXXX giving you incorrect information, he is new. You can email me a snapshot of the NSF charge from your bank and I will have the charges refunded back to your bank. I asked if he needs my bank account information again, he said, no I have it. XXXX advised me to email the snapshot of the NSF fee to XXXX, which I did. XXXX : My bank shows a deposit incoming wire for XXXX back into my account instead of the XXXX NSF Fee. My Carrington account now shows the next due date corrected for XXXX XXXX Carrington account still shows payment history for 2 payments XXXX & XXXX. XXXX : My Carrington account showed a total of 3 payments received for ( XXXX each ) on ( XXXX, XXXX, & XXXX ) and showed one payment for ( XXXX ) on XXXX, the deposit back to my bank. At this point the one payment they withdrew from my bank they deposited back. XXXX : I received a call from XXXX XXXX he stated : 1 ) The payment has gone through 2 ) He received my email snapshot for the NSF charge 3 ) The XXXX NSF fee will be refunded back to XXXX " no later than Wednesday '' 4 ) The autopay is set up and the next payment is scheduled for XXXX XXXX ) He will send a follow-up email by Wednesday after the NSF refund is processed. XXXX : I sent XXXX XXXX a follow-up email advising him the XXXX NSF refund has not been processed. XXXX XXXX never responded to my email. XXXX : As of today still no call or email from XXXX XXXX. I called Carrington Mortgage spoke with ( XXXX : I.D . # XXXX ), I asked to speak with XXXX XXXX, she said XXXX is in the XXXX TX office and asked if he could call you back in 30 minutes. I said ok. XXXX : I contacted my bank to have the XXXX NSF fee reversed. I never received a call back from XXXX XXXX, at which point I contacted the CFPB ( Consumer Financial Protection Bureau ). Summary : I have never paid my mortgage late and have used autopay with the same routing number and account number since I have been dealing with Carrington Mortgage Services , LLC . I find it impossible that all Carrington Mortgage Services staff is incompetent. This leaves only one alternative, Carrington Mortgage Services , LLC Purposefully defrauding customers with erroneous ( Fraudulent ) fees, based on Carrington agents errors. How many thousands of other customers is Carrington Mortgage Services harassing and intimidating into not complaining ( double billing in one month ), that do not file complaints? As you can see. Over the span of 3 months, this has cost me my time and money which Carrington refuses to compensate me in any way. I am sure I am not the only customer going through this, I have read online comments and reviews from customers with similar events. This brings to question, how many millions of dollars is Carrington Mortgage Services , LLC possibly collecting each month in erroneous ( Fraudulent ) fees?
06/22/2020 Yes
  • Mortgage
  • Other type of mortgage
  • Trouble during payment process
  • MD
  • 20603
Web Servicemember
I received a letter from XXXX XXXX XXXX Executive Director XXXX XXXX XXXX regarding my mortgage being transferred to a Fraud for Profit/ Rogue mortgage company ( Carrington Mortgage ) that was a collection agency at one point. I e-mailed XXXX twice and talked by phone with my Case Manager and the Escalation Dept. representative more than twice ( Escalation Dept. POC - XXXX XXXX XXXX regarding the rogue company and my disdain for being transferred to a company with over 362 complaints with the XXXX and several hundred complaints on other sites. XXXX provided me with an incorrect escrow statement, and they would not send me the updated paperwork with the correct figures. My mortgage payment was increased significantly given this error, and given the issues that Carrington Mortgage intentionally creates for their customers, I wanted to everything corrected in writing before being transferred, and I wanted to have the opportunity to see the corrections, but I was refused. I contacted my Homeowner 's insurance company to decrease my homeowner 's insurance as well, given their automatic increase ( that I didn't need ) increased my mortgage payment as well. I had said information ( updated homeowner 's insurance payment of {$1200.00} ) faxed to my Case Manager ( I have to locate her name and contact information ) so that said information could be sent to Carrington Mortgage when everything else was transferred. However, the communication from XXXX was not very helpful regarding. Said mortgage was transferred on XX/XX/XXXX by XXXX XXXX XXXX. I didn't see anything in my contract to authorize a transfer especially to a company that has hundreds and hundreds of complaints regarding illegal practices, to include fraudulent behavior and actions towards their customers that include illegal escrow activity, stealing money, not applying payments correctly, increased/erroneous fees, fraud for profit, which violate RESPA & other regulations. I contacted XXXX more than twice to ask if they would transfer my loan to a reputable, fair company, and I received no answer to my online inquiry that I could see. I was told via phone by XXXX XXXX XXXX XXXX Escalation Dept. Representative XXXX they XXXX has the prerogative to transfer loans. I referenced that it is against RESPA to transfer loans to rogue companies like Carrington Mortgage Services. Additionally, XXXX XXXX per XXXX XXXX in the XXXX Escalation Dept. ) provided me with an incorrect escrow analysis, which increased my mortgage payment from {$1900.00} to {$2100.00}. The added an additional school tax of {$1400.00} XXXX which was supposed to only be an estimate as referenced in the analysis ), but it was added in erroneously and my mortgage payment increased to {$2100.00}. XXXX XXXX XXXX XXXX XXXX stated that the escrow analysis would be corrected since it was Chases fault and sent to Carrington Mortgage. My new payment, per XXXX XXXX in the Escalation Department, should be {$2000.00} XXXX escrow balance being {$1200.00} instead of {$1900.00} XXXX. The correction was never made by XXXX, and XXXXarrington doesnt have, but needs that information to correct my mortgage payment. My homeowners insurance also increased from {$1400.00}, but was decreased ( per my request XXXX to {$1200.00} in XXXX and the information was sent to XXXX. Said homeowners insurance also affects my mortgage payment amount. Said information was not sent to Carrington, and XXXX needs to forward said information and ensure that someone actually receives it because Carrington has a habit of rogue activity. Carrington is a debt collector, per their recording, turned mortgage servicer. They are also a predatory lender and a fraud for profit organization. I need for XXXX to correct my escrow analysis as promised and send the corrected information to the new servicer ASAP. My actual preference is to be transferred to a reputable servicer. After speaking with XXXX Executive Office ( XXXX XXXX, ext. XXXX ), I was not heard at all. My complaint fell on deaf ears, and the individual argued with me instead of attempting to assist me with my concerns. She quoted the normal law of, mortgage servicers have a right to transfer loans, and I communicated that my loan should not have been transferred to a rogue, fraud for profit company like it was. The FBI lists such companies as companies they heavily investigate and shut down. Why XXXX does business with such companies that are actually predatory lenders, is puzzling, placing their loyal customers in jeopardy of losing their homes. I contacted Carrington twice. The first time I couldnt get through to anyone, and the second time I called with a XXXX representative by the name of Ms. XXXX XXXX she was very helpful ) and we stayed on hold for 45 minutes before being assisted. We were able to speak to a supervisor to explain the escrow issue made by XXXX, and she stated that the mortgage payment amount that they have on file for my loan is {$2100.00}. She also stated that she would honor the forbearance that I was placed on my XXXX through XXXX, and that my mortgage payments would be due starting in XXXX. However, she stated that she never received the forbearance paperwork from XXXX so those documents need to be sent to Carrington by XXXX ASAP. The conversation continued with the Supervisor at Carrington, and then she hung up on us or was disconnected, and she never called me back. This is another complaint referenced by others online and through the XXXX. Carrington seems helpful at first, and then there is nothing. I want this issue to be escalated to Carringtons Executive Office as well to ensure that the servicing of my loan stays within the law, remains as it was with XXXX without the padding of my escrow, and remains without fraud for profit or predatory activity. I have attached some of the complaints that I have found against Carrington Mortgage, and most of the complaints are the same, fraud for profit and scam related activity. Some of the complaints were found at : XXXX XXXX XXXX. Please help me, as I have a USDA loan, I am a 100 % XXXX veteran on medical leave without pay, and a single mother with XXXX college students. I need to have my mortgage transferred back to XXXX or to a reputable company. Carrington Mortgage Services, has a long history of bad customer service, stealing money from consumers by not signing or processing insurance check payments for home repairs due to damage, not applying payments properly, erroneous fees, rogue escrow activity that includes increased fees for no reason, being dishonest in their efforts when responding to complaints or consumers, not applying payments properly and then charging customers additional fees for mistakes that Carrington made intentionally, replying to customers w/ mostly untrue replies and said replies didnt address the customer concern ( s ). I have a USDA loan. I have contacted the MD Attorney General & the Consumer Financial Protection Bureau. Please help me! XXXX XXXX Number : XXXX Carrington Loan Number : XXXX I was placed on a forbearance with XXXX prior to XX/XX/XXXX due to COVID-19 and my being on medical leave without pay. The forbearance goes through XX/XX/XXXX. I want XXXX and Carrington to do their jobs ASAP so that I am not stuck with excessive/erroneous fees based on Carringtons reputation. I would like for XXXX to correct the escrow analysis asap as they promised. The incorrect analysis increased my mortgage payment from {$1900.00} to {$2100.00}. They added an additional school tax ( referenced as property tax on the analysis ) of {$1400.00} ( which was supposed to only be an estimate as referenced in the analysis ), but it was added in erroneously, and my mortgage payment increased to {$2100.00}. I am a 100 % XXXX veteran so I don't pay property taxes so that needs to be referenced so that Carrington Mortgage doesn't assume that I pay property taxes. I would like for the complaints against Carrington to be read and analyzed because I don't want to experience such issues. XXXX XXXX XXXX XXXX XXXX stated that the escrow analysis would be corrected since it was Chases fault and sent to Carrington Mortgage. My new payment, per XXXX XXXX in the Escalation Department, should be {$2000.00} XXXX escrow balance being {$1200.00} instead of {$1900.00} XXXX. The correction was never made by XXXX, and Carrington doesnt have the updated information, but needs that information with a corrected mortgage payment. My homeowners insurance also increased from {$1400.00}, but was decreased ( per my request XXXX to {$1200.00} in XXXX and the information was sent to XXXX XXXX Attn : XXXX XXXX, my former case manager at XXXX XXXX. Said homeowners insurance also affects my mortgage payment amount. Said information was not sent to Carrington, and XXXX needs to forward said information and ensure that someone actually receives it because Carrington has a habit of rogue activity. Carrington is a debt collector, per their recording, turned mortgage servicer. They are also a predatory lender and a fraud for profit ( FBI takes these type organizations seriously XXXX organization. I need for XXXX to correct my escrow analysis as promised and send the corrected information to the new servicer ASAP. My actual preference is to be transferred / placed with a reputable servicer, not Carrington Mortgage. If mortgage companies have a right to transfer loans, said loans should be transferred to reputable, legal companies, and to not companies that have a history of illegal activity and illegal practices. My complaint involves two companies : XXXX XXXX XXXX Carrington Mortgage Services , LLC XXXX Actually a Debt Collector ) Loan Servicing XXXX Carrington Mortgage Services LLC Carrington Mortgage Services , LLC provides mortgage lending services. The Company offers a range of mortgage services, including refinance and loan origination. FOUNDED XX/XX/XXXX ADDRESS XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX United States PHONE XXXX WEBSITE www.carringtonms.com Executives NAME/TITLE XXXX XXXX Exec VP : Mortgage Lending XXXX XXXX Senior VP : Capital Markets XXXX XXXX Senior VP : Marketing
12/05/2017 Yes
  • Mortgage
  • Conventional home mortgage
  • Struggling to pay mortgage
  • CA
  • 93710
Web
Hi I have very bad problem. Please make this a rush I have a sale scheduled for my property on XXXX/XXXX/XXXX. I found out just yesterday that my loan was transferred to another servicer called CARRINGTON MORTGAGE SERVICES. I never received any goodbye letters from XXXX XXXX, XXXX ( my previous servicer ) nor any welcome letters from Carrington Mortgage Services. I have some very bad issues going on right now with my new servicer CARRINGTON MORTGAGE SERVICES. I 'm having a very hard time dealing and working with this new servicer. I only found out about this new servicer when I called XXXX to see the status of my loan modification review that I was working with them on. I put in my loan XXXX. and the automated line said that this loan was transferred and to please call this number XXXX. It did not tell me who it was nor when and it did not even give me an option to speak with a representative at XXXX to confirm or at least get some information about this and why they transferred me right in the middle of when I was in the loan modification review process. Once called that telephone number I found out who the company was, it was CARRINGTON MORTGAGE SERVICES. Got a representative on the line, I did not have a XXXX number to provide to them as I was not aware of it. They could not look up my account by my address they only found me by my XXXX XXXX number. They had a totally different address on file then my address. I explained to them that I have never received any welcome letters from XXXX MORTGAGE XXXX and that I would like to work with them in attempting to get a loan modification but they were very rude and disrespectful, they did not care all they said was yeah you are behind, you are behind, what did you expect and so forth. I was shocked to hear this from a professional company. All I want to do is to work with them. If I knew they were the new servicers before I would of right away started a loan modification packet and would of started to work with CARRINGTON MORTGAGE SERVICES. So now as I was in a loan modification review with XXXX XXXX, XXXX they transferred my loan to CARRINGTON MORTGAGE XXXX and all of that work Ive done and worked for is all gone and id have to start all over with CARRINGTON MORTGAGE SERVICES and on top of that I have a foreclosure sale scheduled for XXXX/XXXX/XXXX. They really have put me and my family in distress both companies. If they proceed with the sale they will be in violation of the XXXX HOMEOWNERS BILL OF RIGHTS and other laws as well. As part of the bailout, on XXXX XXXX, XXXX, the United States XXXX took over XXXX XXXX and pumped billions, which in XXXX XXXX, then XXXX XXXX XXXX XXXX said as much as {$200.00} XXXX would be pumped into XXXX XXXX and XXXX XXXX, each, which was separate from the {$700.00} in XXXX funds given out to other lenders. XXXX. The guidelines issued by the United States XXXX set forth a detailed process whereby a participating servicer, either action or not acting through its subsidiary, must : a. identify loans that are subject to modification under the XXXX program, both through its own review and in response to requests for modification from individual homeowners ; b. collect financial and other personal information from the homeowners to evaluate whether the homeowner is eligible for a loan modification under XXXX ; c. institute a modified loan with a reduced payment amount as per a mandated formula, that is effective for a three-month trial period for borrowers that are eligible for a modification ; and d. provide a permanently modified loan to those homeowners who comply with the requirements during the trial period. Whether the homeowner qualifies for a modification or not, participating servicers are also required to provide written notices to every mortgage borrower that has been evaluated for a loan modification, whether or not the borrower has been found eligible. XXXX and its associated directives also set prohibitions against certain conduct including demanding upfront payments in order to be evaluated for a loan modification, instituting or continuing foreclosures while a borrower is being evaluated for a loan modification, assigning a single point of contact, maintaining an adequate level communication with borrowers, maintaining proper caseload to ensure XXXX objections are met, and restrictions on the way a servicer may report the borrower to credit reporting agencies. All servicers have systematically failed to comply with the terms of the XXXX directives and has regularly and repeatedly violated several of its prohibitions. Now that XXXX is over and expired due to servicers prolonging these modifications they are now proceeding with other alternatives. Under XXXX, the federal government incentivizes participating servicers to make adjustments to existing mortgage obligations in order to make the monthly payments more affordable. Servicers receive at least {$1000.00} for each XXXX modification. However, this incentive is countered by a number of financial factors that make it more profitable for a mortgage servicer avoid modification and to continue to keep a mortgage in a state of default or distress and to push loans toward foreclosure. This is especially true in cases where the mortgage is owned by a third-party investor and is merely serviced by the servicer. However, this incentive is countered by a number of financial factors that make it more profitable for a mortgage servicer such as CARRINGTON MORTGAGE SERVICES to avoid modification and to continue to keep a mortgage in a state of default or distress and to push loans toward foreclosure. This is especially true in cases where the mortgage is owned by a third-party investor and is merely serviced by Service companies because Service companies do not carry a significant risk of loss in the event of foreclosure. XXXX Business and Professions Code XXXX et seq., also known as the XXXX Unfair Competition Law ( UCL ), prohibits acts of unfair competition, including any unlawful, unfair, or deceptive business act or practice as well as unfair, deceptive, untrue or misleading advertising. CARRINGTON MORTGAGE SERVICES and all other previous servicers and their Investors conduct was unlawful in that : They illegally began and prosecuted the non-judicial foreclosure based on the lien to the XXXX Deed of Trust, despite i was not in breach of payments on said lien ; They engaged in the uniform practice of requesting unnecessary documentation, seeking repetitive submissions of the same documents, and never rendering a decision, and in doing so, such activity provides the basis for an unfair inquiry and could deceive the public because it places burdensome requirements on me that served no purpose but to provide a basis for either engaging in Dual Tracking by placing sale on my home. They failed to properly consider loan modification applications before trying to sell my home. XXXX. On information and belief, CARRINGTON MORTGAGE SERVICES does not own a significant majority of the loans on which it functions as servicer. XXXX. Economic Factors that discourage CARRINGTON MORTGAGE SERVICES from meeting its obligations under XXXX by facilitating loan modifications include the following : a. CARRINGTON MORTGAGE SERVICES may be required to repurchase loans from the investor in order to permanently modify the loan. This presents a substantial cost and loss of revenue that can be avoided by keeping the loan in a state of temporary modification or lingering default. b. The monthly service fee that CARRINGTON MORTGAGE SERVICES, as the servicer, collects as to each loan it services in a pool of loans, is calculated as a fixed percentage of the unpaid principal balance of the loans in the pool. Consequently, the modifying of a loan to reduce the principal balance results in a lower monthly fee to the servicer. XXXX Fees that CARRINGTON MORTGAGE SERVICES charges borrowers that are in default constitute a significant source of revenue to it. Aside from income CARRINGTON MORTGAGE SERVICES directly receives, late fees and process management fees are often added to the principal loan amount thereby increasing the unpaid balance in a pool of loans and increasing the amount of the servicers monthly service fee. XXXX Entering into a permanent modification will often delay a servicers ability to recover advances it is required to make to investors of the unpaid principal and interest payment of a non-performing loan. The servicers right to recover expenses from an investor in a loan modification, rather than a foreclosure, is often less clear and less generous. XXXX XXXX overhead costs involved in successfully performing loan modifications involve up-front costs to the servicer for additional staffing, physical infrastructure, and expenses such as property valuation, credit reports and financing costs. XXXX. Rather than allocating adequate resources and working diligently to reduce the number of loans in danger of default by establishing permanent modifications, CARRINGTON MORTGAGE SERVICES has serially strung out, delayed, and otherwise hindered the modification processes that it contractually undertook to facilitate when it accepted billions of dollars from the United States. CARRINGTON MORTGAGE SERVICES delay and obstruction tactics have taken various forms with the common result that my loan serviced by CARRINGTON MORTGAGE SERVICES, in which im eligible for permanent loan modifications, and have met the requirements for participation in Loan Modification, have not received permanent loan modifications to which XXXX entitled.
05/19/2017 Yes
  • Mortgage
  • Conventional home mortgage
  • Struggling to pay mortgage
  • NC
  • 28146
Web
Prior to my loan being sold to Carrington Mortgage, I was involved in a wreck at work. I have been on workers compensation since XX/XX/XXXX. Since Carrington took over my loan in XX/XX/XXXX, I have consistently asked Carrington to defer some of my payments so that I could keep up. I have sent in documentation showing that the workers comp payments are weeks behind and that I have no control over when they get here. Had I been given the opportunity to get caught up, I would not be in the position that I am now. Finally in XX/XX/XXXX, I was sent a request for mortgage assistance packet. I submitted the packet with the required documentation. That was sent to them via fax as they requested. On XX/XX/XXXX, I received a phone call from XXXX my account rep. He stated that I had been missing some documents and that I still had 30 days left to send them in. On XX/XX/XXXX, I received a letter from Carrington that My RMA was received but was missing documents. they needed to be received by XX/XX/XXXX. On XX/XX/XXXX. I resent the whole RMA again on XX/XX/XXXX I received a Cancelation letter from Carrington. The letter stated that it was cancelled because I was missing documents. I then call carrington and asked why they didnt receive all my documents. The rep stated that the documents were not recievd on their end. I have a fax transmission receipt that all 12 paged were sent on XX/XX/XXXX. After some discussion, I was asked to resend the RMA. I resent the RMA again on XX/XX/XXXX. On XX/XX/XXXX, I received another letter stating that I was missing documents once again and to send in the missing documents by XX/XX/XXXX. Problem was, there was no list of missing documents on the letter. So how was I supposed to know what to send??? On XX/XX/XXXX. I was finally able to get in touch with my rep. He said I was missing documents and to send them in. On XX/XX/XXXX, I faxed the requested documents to Carrington. Problem 1 ) Carrington consistently loses paperwork delaying the process. Problem 2 ) on all the letters that I have received, it clearly states that Carrington will not proceed with the initiation of foreclosure action once they acknowledge the receipt of the hardship package. That folks is on the letter dated XX/XX/XXXX which states that they have received the hardship package. then on or about XX/XX/XXXX, I received a notice of intent to foreclose letter. Didint they just say that they would not initiate the foreclosure proceeding in the previous letter? I Know how to read, and thats what it said. Carrington will continue to bully the customer rather then help the consumer keep their home. Carrington does not play by the rules! When I received the intent letter, I called my NEW account rep, XXXX. She told me that that letter was system generated and that my application was still under review. Then on XX/XX/XXXX I received a CMS loss mitigation evaluation letter. On that letter the have my income as XXXX a month. This is not a true representation of my income. I also noticed that there was a workout option that I was never told about. Unemployment forebearance plan. It states that I am not eligible because my hardship is not due to unemployment???? I have been asking for this since they took over my loan in XX/XX/XXXX!!! My hardship is directly related to unemployment BECAUSE OF MY INJURIES I CAN NOT RETURN TO THE WORK AS A XXXX XXXX!!!. This letter also states that I am approved for a modification. On XX/XX/XXXX I also received the trial plan agreement. My HUD counselor calls this a " blind Agreement '' as it is a very vague workout. The first issue is that this workout is based on improper calculations of my income. If I have been asking for help with my current payment of XXXX a month, why would you expect me to be able to pay XXXX a month? thats not helping at all. Then on page 2 of the TPP, item # 6, the last line states that I waive my rights to receive any such foreclosure notices??? I didnt waive my rights and Carrington can not assume that I have. This cant be legal by any means. There are certain procedures to follow if a consumer is foreclosed on. Carrington feels that it does not need to follow those procedures. On the loss mitigation letter dated XX/XX/XXXX, it states that I may file an appeal if I feel that I was wrongfully denied for a Loan Modification On XX/XX/XXXX, I sent a 30 page appeal via fax. The basis for my appeal was on 2 things. 1 ) I wanted written documentation as to how Carrington arrived at my income. 2 ) I asked for written documentation explaining the unemployment forbearance and why I was not afforded that as a solution. on XX/XX/XXXX, I received a letter stating that Carrington had received my appeal and that I would receive written notification of their decision within 30 calander days. As of the filing of this complaint, XX/XX/XXXX, I have not received any answer to my appeal. On XX/XX/XXXX I received anoth loss mitigation evaluation notification, this time the income was correct and I was only " approved '' for home liquidation. Also on XX/XX/XXXX I received a home liquidation letter " conditional approval ''??? Then on XX/XX/XXXX, I received a letter from Carrington that they have received my complete mortgage assistance package. Which one? The one that I sent in XX/XX/XXXX or the one that I resent in XX/XX/XXXX? It is very vague as to which package they are referring to. on XX/XX/XXXX I received a cancellation notification stating that my TTP was canceled because I filed an appeal and that I no longer wished to have your loan modified. I said no such thing. I filed an appeal which is my right to do according to Carringtons letter. I called Carrington on XX/XX/XXXX, spoke to rep XXXX. We discussed the situation and I asked why I still had not received a written answer to my appeal. He couldnt answer my question so he switched me over to another dept. I spoke with XXXX in that dept and explained my reasons for the appeal. In regards to the unemployment forbearance, XXXX stated that it was not offered because I lived in North Carolina. Really? Then he said that they were still reviewing the appeal. So which is it Carrington? You dont offer these programs because of where I live? or because you are stil reviewing my appeal? XXXX suggested that I call back in a week. on XX/XX/XXXX I received a letter from an attorney that they were trying to collect a debt. It is not signed by anyone and frankly loos like a letter from an attorney trying to drum up business. I called the attorney and they would provide no information at all. They said that I needed to contact Carrington. So I called Carrington that day. I spoke with XXXX, we discussed this letter and she did say that they were attorneys that they used for foreclosure. Well, thats not what the letter says. How can it be a legal notice if its not signed by an attorney???? XXXX from Carrington also stated that there was a tentative date for sale of XX/XX/XXXX. How can there be a date set when there has not been a hearing?? I called Carrington again on XX/XX/XXXX and spoke to XXXX in the modification dept. I again asked for an answer to my appeal. He stated that there was no reason to answer the appeal because I could not afford the home anyway. He also stated that my due process rights according to the Fair lending act and the Equal Credit Opportunity Act didnt matter. He said that I am not afforded the due process that is required by law and is stated on Carringtons procedures on determining a loan modification. In other words, Carrington can answer the appeal or not in his mind. I have been working with a HUD counselor here in North Carolina since XX/XX/XXXX. He has followed every bit of the experiences that I have had with Carrington. After this last conversation, he suggested that I file a complaint with this organization. Let me further explain my situation. I was receiving enough income after my wreck in XX/XX/XXXX to sustain living in this home. All I asked for was a plan to defer a few payments so that I could stay current. Carrington has not afforded me any request that I have made. My income changed suddenly in mid XX/XX/XXXX, when the Workers Comp insurance company arbitrarily reduced my pay to XXXX a week. We are currently in mediation to have my income set back to an agreeable rate according to t he laws of NC. Once that rate is established in the near future, I am sure that I will be able to maintain my payments. That is if Carrington will work with me. To date, they seem to just want to make up the rules for me as they go along and pressure me into selling my home and put me in the street! I can not help that the workers comp system in NC is so unfair to the worker. I am between a rock and a hard place because I can not work as the insurance company has not approved any of the treatment for my injuries so that I may return to full time employment.
08/27/2018 Yes
  • Mortgage
  • FHA mortgage
  • Struggling to pay mortgage
  • CO
  • 80525
Web
During the housing market crash I went through a divorce and fell behind on my mortgage. After a lengthy process, including a 6-month trial period of paying what would be my modified mortgage payment on time, I was able to qualify for a loan modification under the Federal Housing Administrations Home Affordable Modification Program ( FHA-HAMP ) with my original home loan servicer XXXX XXXX XXXX ( XXXX ). As evident by Home Loan Modification Documents ( see attachment ) this loan modification went into effect on XX/XX/XXXX. The first check to cover this first payment ( {$1900.00} ) was sent on XX/XX/XXXX ( attachment First Payment XXXX ). Two things happened to this payment. First, it arrived at XXXX BEFORE the modification went into effect. Because of this ( according to XXXX ) the check could not be applied to the loan modification. The refund check was drafted by XXXX XXXX XXXX and a check in the same amount reissued on XX/XX/XXXX ( XXXX XXXX XXXX, XXXX. # XXXX ) through the US Postal Service ( Affidavit for Arrest attachment ). This check was stolen from the mailbox at my current residence by my ex-husband, signatures were forged on the check, and the check was unlawfully deposited by my ex-husband into his bank account on XX/XX/XXXX ( see Affidavit for Arrest and Forged Check and Signature Card attachments ). From the outset of the loan modification the FIRST payment was obviously missing, a case of theft, my next payment in XXXX of XXXX and EVERY payment since has been on time for both XXXX ( thru XX/XX/XXXX ) and for Carrington Home Mortgages ( who assumed the loan in XX/XX/XXXX ). The initial issues with this loan arose with XXXX XXXX XXXX when the first missing payment began showing as an overdue payment on my monthly statements in late XXXX/earlyXXXX. I did not know at this time of the theft of the first payment check. Then the phone calls started ( several a week ) warning of foreclosure if I didnt come current on my payments. Then the monthly letters started also warning of foreclosure if I didnt come current on my payments. Then my credit was ruined with running 30 day late assessed to my credit history since late XXXX. According to my bank records every payment had been cashed by XXXX so the question was how was I missing a payment? I then spent tens of hours on the phone with multiple different with XXXX representatives over the next year and a half asking a simple question. What payment is missing? Every time I would explain my bank statements showed everything went through. Every time I would have the representative investigate my file and say something along the lines of I cant really tell from here that theres anything wrong, you just need to pay to get current. This was not an answer to my question and I wasnt going to pay nearly {$1900.00} for a missing payment that wasnt missing. Occasionally these conversations would get bumped up to supervisor, same results, no answers, just pay the money or face the consequences. Because of the running 30-day delinquency on my credit history I was also unable to refinance my house when interest rates first dropped in the mid XXXX. Refinancing would have not only saved me thousands of dollars but I had to do it by court mandate in order to get my ex-husbands name off of the mortgage. It was not until XXXX/XXXX/XXXX that someone finally said Send us ( XXXX XXXX XXXX ) your checking statements and we will investigate it ( XXXX Customer Service XXXX attachment ). I sent the same bank statements that are attached to this complaint to XXXX XXXX XXXX showing every payment on this account being accounted for. Thirty days for our research department to investigate this I was told. Never got a response, and when I did inquire to XXXX by phone about 60 days later the representative could tell me nothing. No notes in her computer, no verification of the documents Id sent, nothing. Then, in late XXXX a XXXX representative, who apparently was much brighter than the dozen I had talked with over the last 2 years, was looking though my files and noted that Your first payment was returned to you because we ( XXXX ) had received it prior to you loan modification being finalized. It took 2 YEARS for someone at XXXX to tell me my first payment never happened and why it never was applied to my mortgage. Once I had this critical piece of information I went back, pulled the check, realized what had happened and filed a criminal complaint. I also notified XXXX what I suspected had happened, sent in the preliminary arrest affidavit, and was told well fix things once the case is settled. I first attempted to reclaim the {$1900.00} directly from my ex-husband without involving the court system. This lasted about 12 months with no resolution. I then turned the case over to local law enforcement around XX/XX/XXXX. From the time of the initial discovery of the theft until final prosecution was approximately 18 months ( attachments Affidavit for Arrest, DA letter, FinaXXXX Sentencing, forged check signature card ). At some point in XXXX my monthly statements changed again. Now it was behind by TWO payments ( attachment XXXX statement XXXX ). Another series of phone calls to XXXX, tens of wasted hours asking multiple representatives and supervisors the question What payment is missing? again resulted in the same responses Were not sure.but you have to pay or were going to foreclose. In XXXX of XXXX I was notified that my loan was being purchased by and would be serviced by Carrington Home Mortgage ( CHM ) effective XX/XX/XXXX. In XX/XX/XXXX I called CHM to explain both the status of the theft case and my disputing of a second missing payment on my account to. I was told to 1 ) submit a theft affidavit ( see attached ) and to call back in one month since we dont have your entire file from XXXX and they have xx days to get it to us. When it was clear the case was going to be successful I made two payments to CHM in XX/XX/XXXX. One payment on XX/XX/XXXX for {$2000.00} was to cover the first ( stolen ) payment ( including late fees ) of this loan. I did this 3 months ahead of the actual restitution payment as a show of good faith to CHM. The second payment of {$1900.00} on XX/XX/XXXX was my regular monthly payment to XXXX. At this point I was still behind one payment, CHM still could not account for it, and I still had a running 30 day late on my credit report. At this point I should have been 1 ) Fully current on my modified loan and 2 ) Should have had all the running 30 day late payments from XXXX on my credit history expunged. But since XXXX added a 2nd missing payment to my account, again with no explanation as to what payment was missing even in the face of bank records to show otherwise, this saga continued. Much as I had done with XXXX, in XXXX of XXXX ( Carrington Research XXXX ) I forwarded the same documents attached to this letter to the research department of CHM. The response to this inquiry was CHM only looking at the loan for the past 3 months since they assumed it and claiming they had not yet received the full file from XXXX. Same process repeated in XXXX of XXXX. Talked to a CHM representative early XX/XX/XXXX, was told that she would look into it, got a fax number, heard nothing, tried to contact via fax ( Carrington Letter XXXX ), no response. Resent the documents from this letter to CHM research department ( Carrington Document Receipt XXXX ). Again, no response. Ive have gone to great lengths to resolve this issue of a bogus delinquent payment and still am unable to have an adequate resolution. XXXX is primarily responsible for this issue. My bank records show my only missed payment was my first payment and that was due to a theft case. XXXX was made aware of the theft, was kept up to date on the status of the case, still added a 2nd mystery missing payment to my account. Carrington Home Mortgages has inherited this mess but has proven equally incompetent in resolving this situation despite receiving adequate documentation on multiple occasions. I am tired of receiving multiple calls per week for 5 years over a bogus missing payment. Im tired of receiving monthly notices of threatened foreclosure over a bogus missing payment. I have been prevented from attempting to refinancing my house multiple times at a significantly lower rate over the past 4 years and still have my ex-husband listed on mortgage over a missing bogus payment. My credit has been wrecked for 5 years with running 30/60 day late payments over a bogus missing payment ( s ). I have wasted literally days on the phone explaining a complicated issue to dozens of representatives from XXXX and CHM, been escalated to managers, faxed reams of supporting paperwork to research departments and still I suffer over a bogus missing payment.
08/17/2018 Yes
  • Mortgage
  • Conventional home mortgage
  • Trouble during payment process
  • WA
  • 98110
Web
On XX/XX/2005, myself, my wife and my mother entered into a 30-year fixed rate mortgage in the amount of XXXX XXXX XXXX XXXX dollars ( {$490000.00} ) with XXXX XXXX XXXX ( hereinafter original mortgage ). We all executed the original mortgage as joint tenants and entered into a Deed of Trust related to the original mortgage. Just before XXXX XXXX XXXX went out of business, a salesperson came by our house and offered my wife a chance to refinance from our original mortgage and into an adjustable rate mortgage ( a new mortgage ). This was also around the time where the Department of Justice alleges that XXXX was targeting XXXX women and tricking them into refinancing out of their fixed rate mortgages and into riskier ( but more profitable for XXXX ) adjustable rate mortgages. My wife is XXXX by the way. As a result, XXXX convinced my wife to sign documents, she was told were just placeholders for a refinance and new mortgage. I informed XXXX that I was not willing to refinance the property from my existing fixed rate mortgage and into the adjustable rate mortgage. XXXX, using only my wifes signature and without my consent, refinanced our original mortgage ( fixed rate ) and into the current adjustable rate loan, currently being serviced by Carrington Mortgage Services LLC. When XXXX refinanced the property from the original mortgage and into the new adjustable rate loan, currently serviced by Carrington, the original mortgage was paid off as part of the refinance into the adjustable rate loan, but the Deed of Trust associated with the original mortgage was not reconveyed as part of that process, even though it is required by law. When XXXX paid off the original mortgage ( Note ) attached to the Deed of Trust, with the money used from the refinance, XXXX was required by California State law to reconvey, or transfer the Deed of Trust for the original mortgage to the trustor as part of the refinance. This did not happen. XXXX also told us that because the new adjustable rate loan was between XXXX and my wife only, that a new Deed of Trust would not be filed, that the " mortgage '' was really just a loan and an " unsecured '' loan. That may be why the original Deed was not reconveyed. Although this is not very common, as the future would prove, XXXX was more interested in making a quick buck in selling the new adjustable rate mortgage than they were in actually collecting on the loan, through a Deed of Trust. My complaint is that Carrington got ahold of the original Deed of Trust and because the original Deed of Trust did not go through the reconveyance process and is still on file with the XXXX County Recorders Office, Carrington is using that expired and invalid Deed of Trust, or threatening to use that Deed of Trust, to foreclose on the home. In other words, Carrington is using a Deed of Trust that was paid off over twelve years ago as leverage to get me to pay on a loan that was paid off over twelve years ago, simply because twelve years ago XXXX XXXX XXXX broke the law and did not reconvey the Deed of Trust as required by California law. My concern is that Carrington will actually try to foreclose on the house, using this invalid and bogus Deed of Trust just because nobody noticed that the Deed of Trust did not go through the reconveyance process, more than ten years ago. I didn't even know this until Carrington 's lawyers presented it to me as a valid document, just last month. To the unknowing person, the Deed of Trust seems legitimate. Even worse, it would if you didn't know the Deed of Trust is invalid, the loan could be resold again and again, with each new buyer getting ripped off, because they believe the Deed of Trust in Carrington 's possession is the actual Deed of Trust for the loan they are buying. This could create an endless cycle of people getting duped. Maybe that's why the loan has bounced around from so many loan servicing companies over the past year or so. Even though Carrington is basically only threating me right now, they might just do it. They might foreclose using this bogus and invalid document, because its still on file. If they do, this would create a legal nightmare for myself and any unsuspecting buyer, thinking that the Deed of Trust being presented by Carrington is legitimate. California Civil Code section 2941 was established to avoid this exact issue. California Civil Code section 2941 ( b ) ( 1 ) requires the beneficiary, upon payoff, to execute and deliver to the trustee the original note, deed of trust, request for a full reconveyance. The trustee then executes and records the full reconveyance within 21 days of receipt of the documents from the beneficiary, delivers a copy of the reconveyance to the beneficiary and, upon request, delivers the original note and deed of trust to the trustor. ( Civ.Code 2941, subd. ( b ) ( 1 ) ( A ) - ( C ). ) In this case, because the Original Mortgage associated with the Deed of Trust in Carringtons possession was paid off by the refinance into the Adjustable Rate Loan currently being serviced by Carrington, the Deed of Trust associated with the original mortgage and in Carringtons possession, must be reconveyed immediately as required by California Civil Code 2941 ( b ) ( 1 ). The law says Carrington is now legally required to fix this by reconveying the Deed. To do this, California State Law says that should a Deed of Trust not go through the process of reconveyance as required by the California Civil Code, within 75 days of fulfilling the obligations of the Note in a Deed of Trust, the beneficiary must substitute itself in as trustee and execute a full reconveyance. ( Civ.Code 2941, subd. ( b ) ( 2 ). ) California Civil Code also states that just because a Deed of Trust did not go through the process of reconveyance, it doesnt mean it is valid, nor does it extend the rights of the beneficiary under that Deed of Trust. After 75 days of fulfilling the obligation of a Note in a Deed of Trust, the Deed of Trust becomes a worthless piece of paper. But, youd probably have to be an attorney to know that. California State Law clearly states that if a Deed of Trust is not reconveyed within 75 days of the fulfillment of the Note associated with the Deed of Trust, the Deed is void and invalid. The Deed of Trust in Carringtons possession has been invalid for over ten years. Carrington is required by Law to abide by and comply with the Law. State Law requires them, or the beneficiary, to reconvey the Deed of Trust to the trustor immediately and not doing so or trying to use that Deed of Trust for any purpose would suggest that Carrington is potentially using the invalid Deed of Trust to engage in some sort of fraudulent activity. California State law also includes a process for a property owner to request the reconveyance of a Deed of Trust in the event the beneficiary or trustee is not willing or unable ( they went bankrupt ) to do so. This process does require the property owner to provide proof that the Note in the original Deed of Trust has or was paid. The proof I need would be as simple as a copy of the new adjustable rate mortgage, but Carrington and the previous loan servicing companies have not provided me with that document, despite multiple requests, including a request made as recently as three weeks ago. In fact, the only information myself or my wife have received is verbal information about the dates and amounts of the original fixed rate loan and not the adjustable rate loan. XXXX is out of business, XXXX XXXX XXXX has sold the loan to XXXX XXXX XXXX XXXX XXXX, the loan has bounced around from multiple loan servicing companies and nobody wants to even provide me with a copy of the adjustable rate loan so I can resolve this on my own. California Law requires that the Deed of Trust in Carrington 's possession be reconveyed to the trustor. They know about it and they know the law. They also know that withholding the information on the new adjustable rate loan, will make it difficult if not impossible for me to request the Deed of Trust be reconveyed without filing a lawsuit. The problem with that is, who do I sue? Counrtywide? XXXX XXXX XXXX? XXXX XXXX XXXX XXXX XXXX? Carrington? One of the many loan servicing companies? The original Trustee? I would expect that there is some Regulatory Agency that can require Carrington to follow the law. The law says they must reconvey the Deed of Trust and the law describes a specific process to do that. If they do not reconvey the Deed of Trust, Carrington should be held responsible for knowingly breaking the law and potentially committing fraud.
09/17/2017 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • NM
  • 87114
Web Older American, Servicemember
During a loss modification trial, we had made already 3 payments to Carrington Mortgage. We were told on the eve of the third month end, that they needed my daughter to be off the title of my house. I have the mortgage and as previously instructed, I added me to the title. I had deeded her the title after my husband 's XXXX and my illness. I took her off the title and now it is just me on the title. Then they told me that the title company needs other documents and they gave me only two days to provide. They asked for a document from the unemployment division of the State of NM that I have paid the money I supposedly owed them, on a lien. I do not owe them money. I never have ever filed unemployed and I still work as a XXXX even after my husband just XXXX XXXX. My daughter was unemployed, but she has her own house in another address and she has a lien on her house not on mine. We both went to the clerk house and they provided us with the lien on another address not mine. We provided that to the customer service rep and she said the case was closed, after making the 3 payments as scheduled!!! they gave us only a day! Not only that, but they gave us the run around because they would not talk to my daughter now since she now was NOT on the loan or title. Nice. SHe had no clue about this nor I since we did not know in advance when we submitted the application 3 months prior for modification. I want to KEEP MY HOUSE. This is where I live, I am old, I am going to retire here I make income I can pay the payment, I proved it. My husband XXXX, I had an accident, I almost died, but I am alive and working do not take my house away for a lien that is not mine. Also, Carrington Mortgage did not tell us or communicate with us about another " discovered '' lien they had until some correspondance about 30 days after they " closed the modification ''. They said that I have a XXXX lien. The XXXX had made an exception because of the fact my husband was a XXXX and the XXXX and that I was ill and things happen without my control and they worked out a payment reduction and I have the email. The thing is that the check went to the office in XXXX and got mixed up with other files an attorney had and got put in the wrong batch. This got cleared out now, however Idid not know and Carrington DID NOT tell me about the XXXX lien. I discovered it myself when I went to the court house ( clerkoffice actually ) to find out about the other lien in my daughter house. So not only Carrington did NOT tell me about this lien but also sent me information in writing after they close the trial modification file without giving me the option to give them the outstanding documents they discovered they needed, that is after I already made 3 payments!!! If it is true that I had not satisfied requirements for accepting a trial loan modification plan, as the communication via mail I got about 2 weeks ago, however I did submits trial plan payments within deadline, the servicer must have given me time to prudent time to complete the documents.I believe that those are the new rules per your entity too. I have XXXX XXXX telephone records that the HUD agency attorney in XXXX wants where I reached out to them and they just left a voice mail to call back so we kept doing that for weeks, these carrington people never ever told me of the XXXX lien at all, they even sent me emails about the unemployment lien of my daughter and to take her off the title completely before they will consider a modification with me, however they never mentioned the XXXX lien. There is no lien, my statement is current. The XXXX took some time to clear this out. However it is clear and the servicer should have given me time to submit that prior closing the mod package. They even closed it without even telling me of the XXXX lien. You never know if they really take you seriously because they never follow up in writing on the compromises they make for instance we appealed to the closing of the trial modification and we requested a forebearance during the time they investigate, and they customer service person said is too late. Should n't they have got to the supervisor to allow time to produce the documents or lien releases they were looking for and provide us with more notice than a few hours? That is not something a prudent person does or is expected to do. I wish other entity or theCFPB could have looked over the appeal, to date there has been no writtenresponse to the appeal we made to get prudent time to present the documents they need. Like we do not exist. Sirs, what will it take to have them treat me fairly? I had to deal with alot personally family wise healthwise, I just want to get my life in order. I have a job, the ability to pay the desire to keep my house. Please help me..where an appeal was asked for, if they took us seriously, the servicer must extend deadline for accepting any offered loss mitigation option until 14 days after providing notice concerning how appeal was resolved. I have heard from the HUD counselor that Servicers may offer consumers a shortterm payment forbearance of no more than 6 months based on incomplete loss mitigation application during which consumer allowed to forgo making or make Loss Mitigation Procedure and resolve the outstanding documents. Sirs, what will it take to have them treat me fairly? I had to deal with alot personally family wise healthwise, I just want to get my life in order. I have a job, the ability to pay the desire to keep my house. Please help me..where an appeal was asked for, if they took us seriously, the servicer must extend deadline for accepting any offered loss mitigation option until 14 days after providing notice concerning how appeal was resolved. I have heard from the HUD counselor that Servicers may offer consumers a shortterm payment forbearance of no more than 6 months based on incomplete loss mitigation application during which consumer allowed to forgo making or make Loss Mitigation Procedure and resolve the outstanding documents. He also told me that if the information was not in my control, then if I sent everything else, for which the servicer asked, other than information not in my control ( my daughters unemployment issue and the XXXX mistake ) then the servicer must consider my application complete. And to top it off, they did not inform whether loss mitigation appeal will be offered or actual reasons for option 's denial ; I would have liked to interface and communicate with a reviewer that is part of another entity or an " independent personnel '', i.e., not those initially evaluating loss mitigation application ; and for Carrington reps to refrain from beginning/completing foreclosure in circumstances when I, the consumer is being evaluated for loss mitigation. I was told that they can not move forward with a modification as such as they offered, and that I would have to start again, but " he is not sure I can modify the loan '' because it is " flagged '' and the system does not allow them to send another modification package because of the " flag ''. When I asked about the reason for the " flag ''. They told me is either because is in process of foreclosure or that I filed a complaint with the CFPB, and as such, the system will not allow them to send a mod package to me. I was told to go to the website and investigate for myself and see what I can find but they do not promise anything???????? REALLY? help me please I am XXXX and this is causing me so much stress I ended in the hospital because every time I talk to them they are very mean. I am by myself, now without a husband and now my daughter is not in title to help me. I can not afford an attorney to talk to theirs or to fight with theirs in court. I just want to keep my house I have paid by teaching kids like the ones their attorneys have in the public schools. My XXXX XXXX fought for the freedom their attorneys have to take me to court to take my house away only because I filed or my daughter did, a complaint with CFPB before. What good does it do then. I just want to keep my house and I am so tired of submitting package after package and always papers are lost and more and more is needed is chineese for me. This is also my second language I understand them, but they speak too fast too and too loud and I am not an attorney to navigate their stuff and understand how messy this is.
11/26/2017 Yes
  • Mortgage
  • Conventional home mortgage
  • Trouble during payment process
  • FL
  • 32828
Web Servicemember
In XX/XX/XXXX work was completed on a kitchen renovation caused by a water leak. The following is the log of events where I have been trying to get the mortgage company to release the insurance checks XX/XX/XXXX, paid contractor for work completed, received final invoice and release of lien from contractor. Mailed both to Carrington on XX/XX/XXXX Was out of town XX/XX/XXXX to XX/XX/XXXX. I had informed the coordinator for the inspection and was told they would contact me the XX/XX/XXXX to schedule the inspector. XX/XX/XXXX, Still had not heard from the inspection scheduler. Called Carrington to inform them that I was still waiting on the inspection. Was told they would take care of it right away XX/XX/XXXX, Carrington called to say the inspection would be scheduled for XX/XX/XXXX. 1 Month past completion of work and payment of contractor. XX/XX/XXXX, Inspector came to house and completed inspection of Kitchen. She said I should call Carrington in about 5 business days. XX/XX/XXXX Called Carrington to ensure they got the report from the inspector and that they had everything they needed. I was told they had the inspection report but were missing the contractor license and final invoice. Did not understand why they did not have the final invoice as I had mailed it to them in XX/XX/XXXX. Told representative I would send both documents. XX/XX/XXXX contacted contractor and had them email me a copy of their license and the final invoice. Forwarded those documents to Carrington XXXX XXXX on XX/XX/XXXX. XX/XX/XXXX, Called to confirm that they had received the contractor license and final invoice that I had emailed the day before. Was told that they had received the documents and they had everything they need. The packet is being sent for review and a check should be sent within 5 to 7 business days. XX/XX/XXXX to XX/XX/XXXX out of country. 2 Months past completion of work and payment of contractor. XX/XX/XXXX, Called to ask why I had still not received my disbursement check that I was told XX/XX/XXXX should be out in 5 to 7 business days. Was told that the check was not sent because they did not have the release of lien. I stated that I had sent that along with the final invoice around the XX/XX/XXXX via postal mail. They claimed that they did not have it and I would need to contact the contractor to get another copy. XX/XX/XXXX, Called back to ask if the release of lien was really needed as the loss packet they sent me said it was only needed for claims over {$20000.00} and they were only holding {$16000.00} of the insurance money. She put me on hold to look into it then came back and said that was correct I would not need the release of lien. I explained to her that this has dragged out since XX/XX/XXXX and I was floating the cost of the repairs on a credit card, so I really needed some assurance that everything was correct and the check would be forthcoming. She stated she would note the account accordingly and they would get a check out within 5 to 7 business days. ( XX/XX/XXXX note : apparently the {$20000.00} limit noted in the packet was in respect to the entire insurance claim not to the amount of money held by the mortgage company. The total insurance claim was over {$30000.00}. Ok my mistake but the representative I spoke to on the XX/XX/XXXX should have known this. Also why did Carrington not attempt to contact me to say they still needed the release of lien? ) XX/XX/XXXX, Received check for {$12000.00} expected {$16000.00} also check made out to myself and a different contractor from who I used. Called loss drafts was told XXXX was due to initial estimate not matching the release of lien. ( note : this is the same release of lien that I was told they do not have when I called on XX/XX/XXXX. I never sent another copy having thought that it was no longer needed ) The release of lien document states that the upon receipt of {$12000.00} ( amount I paid ) the contractor will waive the right to impose a lien on the property. Seems pretty straight forward and binding so why does the estimate need to match the release of lien other than as an excuse for the mortgage company to hold my money longer. Asked to speak to a supervisor. Was transferred to XXXX. She again stated the initial estimate and the release of lien needs to match. I asked her why and all she could say was that is the process. ( this really sounds like a ploy to delay payment. Rarely does a final invoice match the original estimate so they are inserting a process that requires one to redo the bid at the end of work. She said it was because they needed to know what had changed between the initial estimate and the final invoice. Why? what do they care about the reason? As long as the work is complete, the bill is paid and passes inspection their concerns should be addressed. ) Also, I pointed out again that we did not use the contractor that they had included on the check to do the work as I have pointed out numerous times in the past plus the fact that all documents submitted since XX/XX/XXXX have been from the correct contractor. She apologized and said she would cancel the check but I would need to mail it back to them before she could cut another check. ( I will of course mail it back but this is their mistake and they are cancelling the check why do I need to mail it back? My insurance company did not make me return a check that they had written to the same contractor, they just canceled it and send a new one. Again sounds like a delaying tactic ) She also said I should have provided a written notice that I was switching contractors, I stated I had never been told that in the last 4 months. She also said she would need a verbal from the original contractor saying they did not do any work. Do not understand this either as I never signed a contract with this contractor where is the liability? She also said she needed a verbal from the correct contractor that they did the work for the stated amount. Again, why? Should the invoice not be sufficient? This all just looks like delaying tactics for Carrington to keep using my money. I asked her, when she contacts the contractor for the verbal that she ask them for what she needs for the bid and lien release so that she gets what she needs. She said she would do this. Ended call that she would get back with me on Friday. Follow on thought, when she calls on Friday ( if she calls ) ask if she is going to send another check for XXXX to me right away or are they now holding that money until all these other conditions are met. XX/XX/XXXX, called back to Carrington customer service. Explained I am having issues with the loss draft department asked to speak to a customer service supervisor above the loss draft department. Was handed off to a Loss Draft Representative not even a supervisor ( this is not what I asked for ). Took the opportunity to ask her to reference the contractor bid to ensure that I was looking at the same copy that they have. Turns out they do not even have a contractor bid from the contractor. So what were the two people from the previous call looking at? This has been a continuous problem with this department ... I explained that I sent that bid back in XX/XX/XXXX ( would have been at the same time that I sent the XXXX which they did have ) she said that they do not have it and I need to get a new bid that matches the release of lien. Due to the holiday it is unlikely that the loss draft supervisor will get any of the things she is asking for before the XX/XX/XXXX meaning that I can not expect a check before the second week of XXXX a full 3 months after work was completed. That is providing they do not come up with yet another reason whey they will not disburse the money. I fully understand that the mortgage company needs to ensure that insurance claims are properly addressed and paid for but that has all been completed and verified there is at this point no risk on the part of the mortgage company. This is really looking like a scam to allow the mortgage company to keep using money that rightfully should be mine. Just an additional comment the mortgage company has been using this {$16000.00} at whatever interest rate banks get for money 8/10 %? while I am paying credit card interest on this same amount. This is money I will not recover.
11/22/2017 Yes
  • Credit reporting, credit repair services, or other personal consumer reports
  • Credit reporting
  • Incorrect information on your report
  • Account status incorrect
  • FL
  • 32043
Web Servicemember
I have drafted a letter that will be sent to all the Credit Bureaus. The information contained in the letter is inserted here, as well as being uploaded as a PDF File. My attorney will be sending the letter promptly ... as this complaint is also being filed. Carrington was asked repeatedly to cease and desist the fraudulent credit reporting and they refused to do so. Here is the write up : Error/Incorrect Credit Reporting to ALL Bureaus Company : Carrington Mortgage Services , LLC, hereafter referred to as Carrington. Date Beginning : XX/XX/XXXX. ALL Mortgage Payments sent to Carrington on time through the XXXX XXXX XXXX XXXX Bill Pay Service. ALL Mortgage Payments received by Carrington on time. Carrington returned payments in error. Initial Contact with Carrington Carrington Contact : XXXX XXXX. Date of initial contact discussing Loan Servicing errors by Carrington : Wednesday, XX/XX/XXXX XXXX XXXX. Date of notification to Carrington of possible credit reporting errors : Monday, XX/XX/XXXX XXXX XXXX. Attorney for XXXX XXXX and XXXX XXXX XXXX and XXXX XXXX retained the legal services of XXXX XXXX XXXX for all matters and correspondence with Carrington. Email thread below ( x2 ) is the actual email correspondence between XXXX XXXX XXXX, XXXX XXXX, and XXXX XXXX. The email correspondence began as a result of a phone call initiated by XXXX XXXX to Carrington in XX/XX/XXXX with concern after receiving an Intent to Foreclose notice generated automatically by Carrington when a payment had not posted properly. From : XXXX XXXX To : " XXXX XXXX '' Cc : " XXXX XXXX '' Subject : RE : Your Carrington Account Loan Number XXXX Date : Monday, XX/XX/XXXX XXXX XXXX XXXX, Thank you for working directly with my lawyer XXXX XXXX XXXX to correct the issue related to our mortgage. As you can imagine, recovering our credit is extremely important. As we discussed on the phone last month, it is my feeling that Carrington may be reporting negative payment information regarding our mortgage. I have noticed a decline in our score that is being reported to us through XXXX. I have already used the free credit report option this year and have ordered ( paid for ) several reports and do not want to pay again to check on what Carrington is reporting. You had mentioned to me that it is very easy to check on this and to correct IMMEDIATELY if Carrington is reporting negatively. I respectfully request you follow through with undoing and preventing and negative reporting. As Carrington has found researching this issue, Carrington has made errors in processing our mortgage and is working to rectify with our attorney. We look forward to the resolution and again stress the dire need to rectify any negative credit reporting that has occurred, and enforce a stop order on any future negative reporting during this resolution process. Respectfully, XXXX XXXX From : XXXX XXXX [ mailto : XXXX ] Sent : Wednesday, XX/XX/XXXX XXXX XXXX To : XXXX Subject : Your Carrington Account Hello, Here is the email as promised with my contact info. You can call the toll free number XXXX and I am at extension XXXX. You are welcome to use my direct line XXXX if you ever have a hard time getting through. That rings right at my desk. We do work on the phones so you will probably get my voicemail but if you leave a message I will call right back. I am also responsive by email. XXXX XXXX | SSD Specialist Carrington Mortgage Services , LLC XXXX XXXX XXXX XXXX XXXX, XXXX | XXXX XXXX, CA XXXX Office : ( XXXX ) XXXX x XXXX | Fax ( XXXX ) XXXX | www.carringtonms.com Carrington Reported to the CFPB Carringtons failure to adjust the mortgage loan interest rate under the loan agreement at the time the adjustment was due, and delaying 6 months to make the adjustment, forced the loan into a non-compliant situation for Carrington and XXXX XXXX XXXX XXXX. As discussed with XXXX XXXX by phone, the adjusted payment amount was deemed to be incorrect and unsustainable to be a legal and binding payment to be applied to the mortgage loan, and Carrington could not legally require such payment. XXXX XXXX consulted with Carrington leadership to determine that a loan modification would be required ( XX/XX/XXXX ). XXXX XXXX was instructed to continue to pay the last known legally acceptable payment under the existing mortgage loan agreement during the loan modification process ( XX/XX/XXXX ). Without explanation and months of documents being supplied to Carrington, Carrington cancelled the loan modification (XX/XX/XXXX ). Under legal advice of attorney XXXX XXXX, a formal complaint was filed with the CFPB in XX/XX/XXXX under Case number : XXXX. Carrington Agrees to Process Loan Modification Carrington processed the loan modification to completion on XX/XX/XXXX, over 1 year after the process began due to a Carrington mortgage loan processing error. Proof of on time and as agreed Payments to Carrington Information provided is actual data from XXXX XXXX XXXX XXXX : Date Range From XX/XX/XXXX Numeric date starting with the month To XXXX/XXXX/XXXX Filter By Showing Carrington Mortgage Services payments. Clear Filter Withdraw On Description Category Amount Deliver By Status XX/XX/XXXX Carrington Mortgage Services XXXX Mortgage {$5000.00} EveryDay Checking XXXX XX/XX/XXXX Delivered XXXX # XXXX XX/XX/XXXX Carrington Mortgage Services XXXX Mortgage {$5000.00} EveryDay Checking XXXX XX/XX/XXXX Delivered Cfm # XXXX XX/XX/XXXX Carrington Mortgage Services XXXX Mortgage {$5000.00} EveryDay Checking XXXX XX/XX/XXXX Delivered Cfm # XXXX XX/XX/XXXX Carrington Mortgage Services XXXX Mortgage {$5000.00} EveryDay Checking XXXX XX/XX/XXXX Delivered Cfm # XXXX XX/XX/XXXX Carrington Mortgage Services XXXX Mortgage {$2300.00} EveryDay Checking XXXX XX/XX/XXXX Delivered Cfm # XXXX XX/XX/XXXX Carrington Mortgage Services XXXX Mortgage {$2300.00} EveryDay Checking XXXX XXXX Delivered Cfm # XXXX Info Not Available Carrington Mortgage Services XXXX Mortgage {$2300.00} EveryDay Checking XXXX XX/XX/XXXX Delivered Cfm XXXX XXXX Info Not Available Carrington Mortgage Services XXXX Mortgage {$2300.00} EveryDay Checking XXXX XX/XX/XXXX Delivered Cfm # XXXX Info Not Available Carrington Mortgage Services XXXX Mortgage {$2300.00} EveryDay Checking XXXX XX/XX/XXXX Delivered Cfm XXXX XXXX Info Not Available Carrington Mortgage Services XXXX Mortgage {$2600.00} EveryDay Checking XXXX XX/XX/XXXX Delivered Cfm # XXXX Withdraw On Description Category Amount Deliver By Status Info Not Available Carrington Mortgage Mortgage {$2600.00} XX/XX/XXXX Delivered Services EveryDay Checking XXXX # XXXX XXXX XXXX Info Not Available Carrington Mortgage Mortgage {$2300.00} XX/XX/XXXX Delivered Services EveryDay Checking Cfm # XXXX XXXX XXXX Info Not Available Carrington Mortgage Mortgage {$2300.00} XX/XX/XXXX Delivered Services EveryDay Checking Cfm # XXXX XXXX XXXX Info Not Available Carrington Mortgage Mortgage {$2300.00} XX/XX/XXXX Delivered Services EveryDay Checking Cfm # XXXX XXXX XXXX Info Not Available Carrington Mortgage Mortgage {$2300.00} XX/XX/XXXX Delivered Services EveryDay Checking Cfm # XXXX XXXX XXXX Info Not Available Carrington Mortgage Mortgage {$2300.00} XX/XX/XXXX Delivered Services EveryDay Checking Cfm # XXXX XXXX XXXX Incoming Total {$0.00} Pending, Processing, Delivered, and Completed payments only, including any Outgoing Total {$48000.00} fees. Remediation to Satisfy CFPB Complaint to Include Fixing Credit Reporting Errors In the complaint filed with the CFPB under : Case number : XXXX, satisfaction of the complaint requested Carrington to complete a loan modification and to correct reporting errors to the Credit Reporting Bureaus. The loan modification has been completed, but the reporting errors by Carrington have not been corrected with any of the credit reporting bureaus. Respectfully request immediate correction to any and all late payments or delinquencies reported by Carrington Mortgage Services , LLC . The Carrington Correction should reflect ALL payments made on time and as agreed. Sincerely, XXXX XXXX
06/09/2017 Yes
  • Mortgage
  • Conventional home mortgage
  • Closing on a mortgage
  • NY
  • 10475
Web
On XX/XX/XXXX and XX/XX/XXXX, I tried to get information about my Mortgage account from XXXX XXXX XXXX XXXX. I spoke to three different representatives and I got conflicting amounts on the payoff and procedures. I was verbally battered by one of the XXXX XXXX XXXX XXXX representative. I believe her name is XXXX. The following is an account of what happened : The first time I call I managed to get through to a representative but after I gave all my information, we got cut off ( time of call was XXXX, XX/XX/XXXX ). The second time I called ( XXXX ) I spoke to a representative by the name of XXXX . I asked her if she can give me a break down of my bill. According to the computers records the total bill amount was {$300.00} but the principal balance was {$55.00}. I asked the representative how did it reach up to {$300.00}. First of all, she had an attitude while she was speaking to me. She seemed as if she was in a rush and needed to go or be somewhere else. She was very impatient with me. She quickly started quoting numbers and it was very hard for me to keep up. I didnt know how the numbers were leading up to the balance. Then the rep literally complained that my principal was so low. She informed me that I inherited {$190.00} from the original loan ( which was XXXX XXXX ) and I told her that I owed XXXX XXXX {$180.00}. I informed the rep that I was going to dispute the extra charge. The rep went on to say that I was late and their company sends out an inspector to the home and charges {$15.00}. I could tell by her tone that she was glad that the Carrington Mortgage company tagged on an extra {$15.00}. She said that I couldnt dispute the charge because I just admitted on the phone that I was 30 days late. She accused me of ignoring the letters that the Carrington Mortgage had sent. I told her that I never received a recent letter in the mail stating that they increased my loan to include a fee of {$15.00}. She continues to argue about the extra charge. The tone that this rep had was that of reprimanding me for not paying last month bill ( XX/XX/XXXX ) and this current ( XX/XX/XXXX ) bill. Then she stated that the principal amount is not the payoff amount. She made it seem that I had to pay a whole lot more, but she had to verify this with another department and get back to me through email for the full payout amount. Im currently XXXX. I living off of my XXXX checks and I was already struggling to try to get my payments in on time. This rep was draining me mentally and physically. I asked to speak to a supervisor because I didnt have enough money to pay the full amount of the bill. The representative said that she could help me make arrangement for the payment. She was n't helping me she was provoking me to argue with her. I felt so pressured that I wanted someone else to help me. The companys recorded messages states that it charges a {$20.00} fee to make a payment with a representative. She said she would do this as a one-time courtesy ( with an attitude ) .This was supposed to be my final payment. She said that she would take the payment. I told her that I wanted to pay the principal on the loan. She informed me that I owed ( {$55.00} ) last month and ( {$55.00} ) this month so the payment made on XX/XX/XXXX would be {$110.00}. This payment would be a partial payment according to the rep and she was going to email me the payoff amount for the rest of the payment. The rep verified my email address and I was waiting for the email which I never received. After speaking to her I was so stressed out. I really didnt want to deal with her again. She was trying so hard to get me to argue with her. She was definitely provoking me to get into an argument. The representative made me feel so uncomfortable that I wanted to hang up the phone. This was supposed to be a wonderful moment for me because I was finally paying off the remainder of the loan. Unfortunately, the experience with that rep made me feel frustrated, tired and stressed out. She got me so upset because 1 ) She had a horrible attitude as she was dealing with my request. 2 ) When asked about the breakdown of the bill, she attempted to but was unable to give me a break down. 3 ) She quoted numbers in an attempt to give me a breakdown of the bill, but she was going so fast I didnt know which numbers was relating to the bill or how we got to {$300.00}. 4 ) She seemed irate as she was explaining that my principal was low. 5 ) She reprimanded me for not paying last months bill ( XX/XX/XXXX, in the amount of {$55.00} ) and supposedly XX/XX/XXXX bill ( XX/XX/XXXX ) for the same amount. 6 ) She insisted that I couldnt dispute any extra charges related to my bill. 7 ) I could tell in her tone that she seemed glad and proud when she stated that the XXXX XXXX charged me an extra {$15.00} on my bill and it could not be disputed ( based on the erroneous information that she gave me over the phone ). 8 ) She accused me of ignoring recent letters that she claimed was sent by the Carrington company. 9 ) She made the payoff amount seem very large which gave me the sense that I owe much, much more. 10 ) She gave me false information about the amount that I needed to pay in order to satisfy the principal. This is why I ended up paying double the amount for the principal. 11 ) She said she was going to email me the information for the complete payout of the loan and any associated fees and she never did. 12 ) I felt emotionally battered, frustrated and stressed out because she was pushing for an argument with me and I didnt want to argue. This call was supposed to be recorded. I urge the Carrington company to review the call so they can hear the dialog between their Company Representative and me. I provided the Date and time on this document. The call back from XXXX XXXX XXXX (XX/XX/XXXXXX/XX/XXXX, time XXXX ) Another representative called me back with information about my loan pay-out. I think her name was XXXX. She was supportive and understanding unlike the other rep ( XXXX ). XXXX informed me that the other representative ( XXXX ) was not supposed to take in the payment because all payments were supposed to be made by certified check, money order or wired overnight. She also stated that statements regarding my account could not be sent via e-mail. She then gave me an address in which I should mail the total payment of {$250.00}. The rep informed me that she was going to release the funds and place it back into my checking account. She stated that I had to make the payment as soon as possible to avoid any more interest. I told her that I was going to make out the money order on XX/XX/XXXX in the amount of {$250.00}. I believe this would have been my final payoff. However, when I went to make out the money order the funds for the first payment of {$110.00} was not released and I didnt have enough money to send out the money order. I was supposed to send it to : Carrington Mortgage Services Cashiering Dept XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, CA XXXX On XX/XX/XXXX, I called back and spoke to XXXX another representative from XXXX XXXX XXXX. He informed me that everything on my account was looking fine and I double paid on the principal. I asked him about the fees and he said I should call back on Thursday ( XX/XX/XXXX ) which is when the payment may post to my account.

On XX/XX/XXXX, I was seeking for help. I didnt want to hear anymore conflicting balances or stories. I looked up HUD.Gov and they referred me to Consumer Finance Protection Bureau. Im submitting my complaint online. Hopefully, I will get the correct answers to my question which is : What is my final payoff? What do I have to do in order to Get a Certificate of debt Satisfaction? When will the lien department release the Certificate of Satisfaction to Public records?

04/27/2021 Yes
  • Mortgage
  • Conventional home mortgage
  • Applying for a mortgage or refinancing an existing mortgage
  • MD
  • 20772
Web Older American
This complaint is being filed due to the response from Carrington Mortgage Service final response to my previous complaint. Carrington Mortgage Service indicated that I contact the Appraisal Company for a refund. I contacted theXX/XX/XXXX XXXX XXXX and they indicated I should contact Carrington Mortgage Services for a refund. ( see attached response from the Appraisal Company, indicating that I should receive refund from Carrington Mortgage Services ). As of XX/XX/XXXX an Appraisal for the property located at XXXX XXXX XXXX, XX/XX/XXXX XXXX, Maryland on behalf of Carrington Mortgage Services , LLC was prepared. As a result of the Appraisal submitted by XXXX XXXX XXXX XXXX XXXX I was refused a loan due to not enough equity to receive a refinance with cash out because I was above the 80 % threshold required. I disputed the results. Carrington Mortgage indicated that they contacted XXXX XXXX XXXX XXXX XXXX and they stand by the Appraisal submitted and refuse to make any changes. I base my request on the following facts. 1. XXXX XXXX XXXX XXXX XXXX submitted an Appraisal for the value of {$290000.00} on XX/XX/XXXX. 2. When I purchased the house in XXXX, it was valued at {$300000.00}. 3 My property is listed as a 4 Bedroom and the Appraisal listed my home as a XXXX Bedroom. 4. I also disputed some of the comparisons used.in this Appraisal company I decided to use a different lender and Appraisal company. As of XX/XX/XXXX my property was appraised at {$350000.00}. And as a result my loan was approved by a different lender. After exhausting all remedies with Carrington Mortgage, they suggested that I request my refund and compensation from XXXX XXXX XXXX XXXX XXXX. I followed up with the XXXX XXXX XXXX XXXX XXXX and they indicated that I pursue my refund with Carrington Mortgage Services. ( see attached response from XXXX XXXX XXXX XXXX XXXX ) In a matter of 4 months the value of my home based on the most recent appraisal increased by {$55000.00} compared to the results of the Appraisal XXXX XXXX XXXX XXXX XXXX completed 4 months ago. The housing market has improved from the time I purchased the house, where it was value at {$300000.00}. Your company valued my home at {$10000.00} less than it's original value. BACKGROUND Company responded to previous complaint : Company responded on XX/XX/XXXX RESPONSE TYPE Closed with explanation Company 's Response XX/XX/XXXX SENT VIA THE CFPB PORTAL XXXX XXXX XXXX XXXX XXXXXX/XX/XXXXXXXX, MD XXXX XXXX : XXXX XXXX XXXX. : XXXX Property Address : XXXX XXXX XXXX, XX/XX/XXXX XXXX, MD XXXX Case No. : XXXX Dear Mr. XXXX : The Customer Advocate Department of Carrington Mortgage Services , LLC ( CMS ) is in receipt of your complaint filed with the Consumer Financial Protection Bureau ( CFPB ) and received in our office electronically via the CFPB Portal on XX/XX/XXXX. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue ( s ) raised in the inquiry. As we understand the complaint, you state that you were attempting to refinance the subject property with a cash-out option and you paid for an appraisal. However, when the appraisal was completed it reflected a below market value of {$290000.00} because the appraisal company used comparable properties that are fifteen ( 15 ) years older than the subject property. You further state that to date you have not received a response on the status of your loan application. Your desired resolution is for CMS to refund the appraisal fee and provide you with correspondence indicating the status of your loan application. A review of the records found that on or about XX/XX/XXXX, you contacted CMSs Mortgage Lending Division ( MLD ) to inquire about refinancing your existing loan. During this telephone conversation, the CMS loan officer informed you that CMS was permitted to lend up to eighty percent of the appraised value of the subject property. You advised the CMS representative that you believed the market value was approximately {$340000.00}. Based on the information available at that time, the CMS loan officer took an application from you for a loan in the amount of {$270000.00}. The CMS loan officer informed you that in order to proceed with the loan, an appraisal would need to be completed. On XX/XX/XXXX, CMS sent the initial disclosures to you for a loan in the amount of {$270000.00}, which included the Acknowledgment of Intent to Proceed, Authorization to Pull Credit, and the Loan Estimate. Thereafter, CMS ordered an appraisal of the subject property. On or about XX/XX/XXXX, CMS received the attached appraisal from the appraisal company. The appraisal reflected an appraised value of {$290000.00}. It is important to note that the appraisal company also sent a copy of the appraisal to you via email to XXXX. Thereafter, you contacted CMS because you were not in agreement with the appraised value that was reflected in the appraisal. In an attempt to have the appraisal value adjusted, CMS submitted a Reconsideration of Value to the appraisal company. Regrettably, on XX/XX/XXXX, CMS was notified by the appraisal company advising that they were standing by the appraised value reflected in the appraisal and would not be changing the appraised value. Regrettably, because CMS is only able to lend up to eighty percent of the appraised value of the subject property, and you did not wish to proceed with a loan based on the appraised value, your application was withdrawn. Correspondingly, on XX/XX/XXXX, CMS sent the attached Statement of Credit Denial, Termination, or Change ( SCDTC ) to you pursuant to applicable law and program guidelines. Under the circumstances, CMS must respectfully deny your request to be reimbursed for the {$480.00} you paid the appraisal company to complete the appraisal. Should you wish to pursue this matter further, we encourage you to contact the appraisal company directly. The appraisal company, XXXX XXXX XXXX XXXX XXXX can be reached by telephone at ( XXXX ) XXXX or by mail at XXXX XX/XX/XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, MO XXXX. We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at XXXX XXXX XXXX XXXX, Monday through Friday, XXXX XXXX to XXXX XXXX, XXXX XXXX. Sincerely, XXXX XXXX XXXX Customer Advocate Cc : Consumer Financial Protection Bureau ATTACHMENTS XXXX - XXXX XXXX XXXX XXXX CFPB Response and Supporting Documents part 1 - XXXX ( XXXX MB ) XXXX - XXXX XXXX XXXX XXXX CFPB Response and Supporting Documents part XXXX - XXXX ( XXXX MB ) Feedback provided STATUS Feedback provided on XX/XX/XXXX Your feedback THE COMPANYS RESPONSE ADDRESSED ALL OF MY ISSUES No ADDITIONAL COMMENTS In response to the decision, I believe all issues I raised were not addressed. My house was appraised as a three bedroom, however my house is a four bedroom. This is not disputed. On that fact alone the lender has a responsibility to assure that this fact is corrected. As for me contacting the Appraiser, I did not hire the appraiser the lender chose to use him. I have no say so about who to use. Once the lender sees the error of my house being appraised as a three bedroom and not a four bedroom, the lender has the obligation to address that issue with the appraiser. I UNDERSTAND THE COMPANYS RESPONSE TO MY COMPLAINT No THE COMPANY DID WHAT THEY SAID THEY WOULD DO WITH MY COMPLAINT No ADDITIONAL COMMENTS I initiated my loan application in XXXX of last year. I did not get a response from the Lender until I filed this complaint. XX/XX/XXXX. The lender paid the appraiser and they are the ones to request a refund. I made payment to the lender.
01/03/2020 Yes
  • Debt collection
  • Mortgage debt
  • Communication tactics
  • You told them to stop contacting you, but they keep trying
  • MT
  • 59602
Web Servicemember
I am in Chapter XXXX Bankruptcy. The judge in the case ordered myself and Carrington Mortgage Services LLC. to work together to review my concerns about the issues I had with the transactional history provided by them, pending an upcoming court hearing. NOTE : Carrington Mortgage Services LLC. is A DEBT COLLECTOR. After filing my list with the court I waited to hear from Carrington Mortgage Services LLC. XXXX XXXX XXXX, Senior Case Manager employed by Carrington Mortgage Services LLC. who had appeared in a prior hearing, as a witness on behalf of Carrington Mortgage Services LLC. Before exiting the courtroom he had given me his business card and I had texted him my number so we could review the transactional history. Three days after XXXX, Saturday XX/XX/XXXX XXXX XXXX, I get a text from XXXX XXXX XXXX. During the hearing he'd mentioned he was an attorney. I had reasonably expected that he was contacting me to go over the transactional history as the judge had required. I was not home and I had just sat down to have dinner in town. However to my surprise, no to my 'shock ', which was apparently what he had intended, and to my anguish and dismay, rather than contacting me to set a date and time to go over the transactional history, about my issues and answer my questions XXXX XXXX XXXX who ( as I discovered on the afternoon of XX/XX/XXXX is licensed with the Florida BAR , as an attorney BAR number XXXX ) attacked me with a prosecutorial diatribe about the hearing during as I had sat down to eat. I had no documents with me to even attempt to respond with. His very first text accused my of lying to the court. After 8 minutes of calling me and my deceased husband liars, ( XXXX XXXX ) I told him it was my sabbath and that he could send me what he was talking about but that it was my sabbath and we needed to do this another day. He 1st said OK but then continued to TEXT BULLY me even AFTER I ASKED HIM TO STOP asking him to please respect that its was my sabbath. asked him to stop. Before I told him I was turning off my phone I'd told him I'd already agreed to this another day and after 8 times of doing so he still would not cease and desist. He was actually not only trying to prosecute a case against me over text, by TEXT BULLYING and 'badgering the witness ', outside the court 's purview, he then began mocking my religious preferences. When I asked him to stop he then made a statement that I took seriously to be a THREAT TO MY SAFETY, commenting about KNOWINGING THE PLACES I'D LIVED, I recognized immediately that this was not information that I had provided to the court and I was now afraid he might be stalking me with dark intent. AT XXXX XXXX I FINALLY HAD TO TELL HIM I WAS SHUTTING OFF MY PHONE. I was scared and confused by that time and unsure what to do. I went online and looked up text bullying but everything I found had to do with minors. I was up half the night trying to find out what to do. The next morning I decided to file a request with the bankruptcy court for a restraining order and type done up but was still so shaken that by the time I arrive to the court ( more than an hour out of town from me ) that I'd forgotten to sign the motion. I went home and collapsed exhausted from lack of sleep for two days. I woke up after a short while and couldn't sleep all that night and finally dozed off at XXXX XXXX the next morning. When I woke after XXXX XXXX I looked ta my copies of my documents and realized I hadn't signed them so I got dressed and loaded up my grandbaby and headed back to the courthouse only to discover they had closed early for New Year 's Eve. I had to go two more days without the court 's protection! I drove back to court on XX/XX/XXXX and filed a new request for a restraining order. When I got home all I could do is wait. So remembering XXXX XXXX XXXX had said he was an attorney ( I thought in CA for some reason ) so I decided I was going to see if that was true so I could lodge a complaint with the BAR. I entered XXXX XXXX XXXX attorney and saw he was an attorney in FLA. I called the FLA BAR to ask how to file a complaint and downloaded the page to fill out and print to mail to the BAR. I typed his name in the search bar and the Florida Bar Association page came up with his photo and a pending disciplinary action. Clicked on the action I was HORRIFIED to find he had TEXT BULLIED texted parties in another court case who then filed a complaint against him to which he responded with more threats. I realized I was his next victim and he was employed by the DEBT COLLETOR not only in violation of and Order of STAY but now he was violating my personal space and IMPLIED THREAT noting he knew where I lived regardless of his following attempt to backpeddle the threat using my loan history as a pretext to over his intention to scare me. Telling me he knew the places I'd lived came out of nowhere in the text, so I have no doubt whatsoever this was a threat and that he'd " intended to scare me '' and cause me to be afraid of him. I called the sheriff 's office to report this to the Sheriff who had forwarded my complaint about forged and fraudulent mortgage documents I discovered months earlier in my loan file, to the wrote collar crimes division. But when they told me he was not on duty, my XXXX XXXX. So I emailed him with the texts XXXX XXXX XXXX had sent me and a copy of the threats on file with the Florida BAR. This person is the very kind of DEBT COLLECTOR that we consumers are warned about. Now he is in my life messing with me. CARRINGTON MORTGAGE SERVICERS LLC. is accountable, responsible and liable for the actions of their employees. As a DEBT COLLECTOR, CARRINGTON MORTGAGE SERVICING LLC is PURSUING ME AND HARASSING ME VIA AN EMPLOYEE WHO IS ON PUBLIC RECORD FOR THREATENING PEOPLE in a court case! I wish to attach his TEXT BULLYING to me and a copy of the record of HIS THREATS to OTHERS to show the veracity of my complaint. CARRINGTON MORTGAES SERVICES DID NOT and has NOT ACTED acted in GOOD FAITH. I was subjected to over an hour of harassing and abusive texts from the Creditors employee and witness, Mr. XXXX XXXX XXXX. This was not only unnecessary and in violation of FDCPA it was not in good faith and any reasonable person would be feel threatened and offended not to mentioned truly disturbed by this abuse. I really must reiterate that his culpable persistence then escalated and he aggressively stepped over the boundary for any reasonable person, and ridiculed my personal religious beliefs, texting : Sabbath on a Saturday? and in another text scoffed at my religious choices : " I did not know Saturday was any sabbath, For any XXXX and yet another blatantly mocking my religious beliefs stating : Paying mortgage has no religion. I looked it up. At one point I felt he had actually with intent invaded her privacy, texting : I thought you were born in Idaho and lived In Alaska got job in Montana. I was instantly and justifiably concerned about this implied threat and if hed been stalking my private life and feeling threatened and in danger, I responded with my clear and present concern texting that I hadnt included any of that information in the court records. MR. XXXX texts go taunting me : I can explain it all, and even if I do what are you to do? and Good luck. I tried 8 times to get him to stop and leave me alone and I finally had to tell him I was shutting off my phone. I am attaching the complaint against him lodge by the Florida BAR so that it is understood that his threats and abuses are common knowledge and a " documented '' pattern of threatening behavior.
03/29/2021 Yes
  • Mortgage
  • VA mortgage
  • Trouble during payment process
  • NC
  • 28307
Web Servicemember
Re : Carrington Mortgage Service # XXXX My married is XXXX XXXX XXXX, the loan went over to Carrington Mortgage in my maiden name, XXXX XXXX XXXX : the last 4 of my Social Security number is XXXX. On or around XXXX XX/XX/XXXX, I mailed in XX/XX/XXXX payment. On or about XXXX XX/XX/XXXX, I called Carrington Mortgage Services to verified if they had received the payment sent out using the USPO 3-day delivery service. On XXXX XX/XX/XXXX, Carrington Mortgage Companys representative informed me that I was still a payment behind although they had received XXXX 's payment. In fact, two payments behind. They were XXXX and XX/XX/XXXX. I explained that I would be submitting all documents through a third party because I had no confidence in this company. I further stated that it has to be an agency out here that could reign Carrington Mortgage Companys personnel regarding how consumers are treated. As I explained in my last complaint against Carrington Mortgage Company representatives, the only reason I decided to investigate this situation personally is because I desire to get from underneath Carrington Mortgages umbrella completely. It would seem if I personally had not discovered the mistake with the cashier check, they would not be acting like they are trying to follow proper channels in resolving any of these ethically and immoral issues. It's coming up on a year that I completed my bankruptcy, and yet, for one reason or another, I am still dealing with allegedly late payments. My complaints against Carrington Mortgage Services are starting with the previous complaint through CFPB Complaint # XXXX. I was not going to refute the poor excuse given as to how the XX/XX/XXXX Cashier Check was misplaced. However, since these grave issues refer back to Carrington Mortgage 's XXXX XXXX and XXXX payment, and now, XXXX XXXX 's and XXXX 's payment, I will address the next complaints accordingly : 1. Why wouldnt Carrington Mortgage Specialist, who supposed to specialize in some level of Accounting, I pray, be more cautious in seeing that because there was no account number and after double-checking the info on the cashier check leave it untouched? 2. I thought Id be receiving something attesting this from Carrington Mortgages Research Dept, per the representative confirmation - only to find out allegedly, Carrington Mortgages representatives eventually had no knowledge of such a conversation. The letter Carrington sent XXXX XXXX of XXXX, attested to that ( Exhibit 8 Letter of Confusion ) as well. What happened to the formal agreement about the payment plan? 3. Now Carrington Mortgage is stating that XXXX and XX/XX/XXXX mortgage payments are missing. Currently, I am submitting documents of cashier checks substantiating receipts to Carrington Mortgage Services and posted as followed from XXXX XXXX XXXX : XXXX Paid on XXXX XXXX : XXXX paid on XXXX XXXX : XXXX XX/XX/XXXX paid XXXX and XXXX payments : XX/XX/XXXX paid XX/XX/XXXX : XX/XX/XXXX paid XX/XX/XXXX : XX/XX/XXXX where the initial problem began.was finally fixed. What payments are Carrington Mortgage stating is not paid now? 4. I am asking Consumer Financial Protection Bureau if Carrington Mortgage Company is exercising predatorial practices by doing the following : - Harassing me with excessive phone calls because they are not willing to put any arrangement in writing per the conversations we have had. - Carrington Mortgage Debt Collection Dept created a payment arrangement we both agreed upon only for it to look like yet, another diversion. - Carrington Mortgage Co purposely misled me with the situation by sending a XXXX notice? Are they stating that XXXX is the one at fault for misapplying and or finding excuses to say my payments are late? Between this notice and the letter from Carrington Mortgage in XX/XX/XXXX about me being past due with payments when I am expecting a formal agreement per the paymt of XXXX. I was confused and decided to exercise some leadership by simply continuing to pay them with cashier checks as I had. - Intimidate me by constant notices of foreclosing or intent to foreclose on my home ( Exhibits 9 and 14 ). - Looking at the three Mortgage statements, if I did not keep record as to what I have paid, I would have been totally intimidated or scared of truly my home being foreclosed. 6. I am asking that for anything Carrington Mortgage Service is offering outside of fixing my credit score and negating these late fees if they would address it through CFPB company so that it can be for the record? My investigation showed that XX/XX/XXXX Cashier check had to be replaced because it was never collected by Carrington Mortgage Services. It was as though it was suspended in transit. I did a Declaration of Lost ( Exhibit 6 Declaration of Loss ) for this Cashier Check because it had been sitting there for over 2 months. It was replaced around XXXX XX/XX/XXXX, although I DIDNT GET THE FUNDS BACK INTO MY ACCOUNT UNTIL LAST MONTH, XXXX XX/XX/XXXX XXXX Exhibit 2 ). When I first heard of the XX/XX/XXXX Cashier Check missing my husband was being rushed to the hospital, and then he had to have emergency XXXX. He remained in the hospital 3 weeks afterward. Taking care of my family took president over Carrington Mortgages negligence at this point. After what I was going through with my husband 's illness, I was willing to be on a payment plan for 3-months at about XXXX. After all parties agreed and after securing medical care for my husbands return home around the end of XXXX, I reached out to Carrington Mortgage Services to find out when the agreement was to start. Currently, right and wrong are not as important to me versus me being under a reputable mortgage company. I look forward to your reply and a resolution of these serious concerns in the near future. However, because we are being redundant with this same situation from XX/XX/XXXX. I felt the need to seek help from the following agencies : Central Financial Protection Bureau and the Federal Trade Commission. Please contact me at the above address or by phone at XXXX. Sincerely, Written and electronically signed by ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Signature Enclosure ( s ) 1. Exhibit 1 Proof in Document Against MORTGAGE CO Letter from XXXX XXXX attesting 2. Exhibit 2 Proof Document for Mortgage XX/XX/XXXX Pymt for XX/XX/XXXX. Exhibit 3 Proof Document for Mortgage Co XX/XX/XXXX Payment 4. Exhibit 4 Proof in Document Against Carrington Mortgage Co XXXX XXXX Letter 5. STATING XX/XX/XXXX WAS STILL IN WAITING STAGE 2 mons later. 6. Exhibit 5 Proof Document for Carrington Mortgage XXXX Pymt for XXXX & XX/XX/XXXX. Exhibit 6 Proof for Document Against Carrington Mortgage Declaration of Loss Cashier Check XX/XX/XXXX 8. Exhibit 7 Proof in Document for Copy of Cashier Check for XX/XX/XXXX This is for XXXX PYMT XXXX 9. Exhibit 8 Proof of Cashier Check for XX/XX/XXXX and XX/XX/XXXX all In XX/XX/XXXX PYMT 10. Exhibit 9 Proof of Delinquent Notice Unwarranted Carrington Mortgage Co 11. Exhibit 10 Proof of Letter from Carrington Mortgage XX/XX/XXXX Confusion Letter Showing Mortgage Past Due 12. Exhibit 11 Proof of Statement from Carrington About XXXX 13. Exhibit 12 Proof of Statement from Carrington Mortgage LOOK THE AMOUNT STATED 14. Exhibit 13 Proof of Doc For Foreclosure from Carrington Mortgage
06/09/2022 Yes
  • Mortgage
  • Conventional home mortgage
  • Struggling to pay mortgage
  • LA
  • 70655
Web
I called into Carrington Mortgage customer service attempting to get a status update on my modification application. I had been calling several times over the past couple of months ( since sometime before XXXX ). I called on Tuesday, XX/XX/XXXX around XXXX and spoke to a representative named XXXX XXXX I explained to him that I was concerned that I was not receiving transparency about the status of my modification and that I wanted to make sure that the company was not trying to reset my interest rate to the new rate since my initial application was done with the old rate. I attempted to explain how I was informed that the company had kicked my modification out by no fault of my own. I contacted Carrington on the following dates which is noted in my account record : XX/XX/XXXX ( email owner occupied property verification form ), XX/XX/XXXX ( spoke to XXXX he looked at underwriting notes ), XX/XX/XXXX ( spoke to XXXX was with underwriting and now in review status ), XX/XX/XXXX ( spoke to a female rep and she informed me that my application was kicked out by the system and I would have to reapply with the new high interest rate. states they could not locate my occupied property verification form ), XX/XX/XXXX ( received a legal notice of foreclosure ), XX/XX/XXXX ( spoke to XXXX to request a written status update ), XX/XX/XXXX ( traveled to post office to pick up a certified notice of foreclosure ), XX/XX/XXXX ( called and tried to email my contact person XXXX XXXX with no success, so I emailed XXXX. I also faxed XXXX complaints to Carrington 's Customer service department @ XXXX, XX/XX/XXXX ( emailed to Carrington 's advocacy department @ XXXX ). To date I have not had any contact with details of any of my complaints. XXXX acknowledged that my account showed I was kicked out on XX/XX/XXXX. I informed him that I was still receiving certified letters of foreclosure as recent as the date of my call on XX/XX/XXXX, but every time I called I received conflicting information from what was sent to me in writing via mail. I requested to be sent a written update of the status of my account and the details of my modification ( initial application and the reactivated one ). XXXX started telling me you were not approved for anything!!! I tried to explain to him that I was not saying I was approved but that it was unfair to not provide transparency and that I felt like the hardship and burden was being placed on the consumer. He made very discouraging comments like you want special privileges and I tried to tell him I was not asking for his sympathy but that the special circumstances is what brought on the hardship request in the first place. He kept making discouraging statements to me when I asked to speak to a manager and said they will tell you the same thing. I tried to explain to him that I felt like he was not treating me fairly and that there was obviously a cultural barrier or something because of how he was handling my call. He accused me of trying to call him XXXX and proceeded to state that they did not have to approve my application. I asked that he not threaten me with that kind of talk and requested to speak with a manager. I had to keep defending verbal barriers my entire call with him because he kept saying statements to either minimize or marginalize my concerns about why I applied in the first place and the hardship caused by having to resend everything all over again. I even felt compelled to explain how I had medical, financial, legal/court documents, and domestic records I provided for my file. Instead of considering impairments/limitations/hardships regarding why I ask for assistance in the first place, XXXX made condescending remarks about me accessing help as some kind of privilege or special treatment. I reminded him that I contacted customer service the day before filing a complaint via fax and that I had reached out to the Consumer Financial Protection Bureau ( CFPB ) on XX/XX/XXXX ( spoke to XXXX he started a verbal complaint file also ) for guidance and XXXX still did not check into my concerns but dismissed my sense of urgency regarding my home. If anything, he reminded me of additional barriers to my concerns and told me that since I called into the company, no one could call me back for another 8 days due to some law CFPB passed. To my knowledge, this is not a practice at other Mortgage companies and Carrington 's website informs consumers how their representatives are extensively trained to help, advocate, and assist homeowners especially in times of need such as what I have been experiencing. I attempted to explain that he was treating me differently which is not in line with Carringtons mission, responsibilities, or best practices regarding customer service. I had to eventually ask him not to say anything further to me, and respectfully ask that my concerns be escalated to his supervisor. He informed me that he would send it to XXXX XXXX supervisor ( XXXX ), and never mentioned his supervisor. I informed him that I could not get in touch with XXXX and her extension did not work, nor her email. XXXX informed me that Carrington disabled the extensions some time ago and that it would basically be a stroke of luck for me to call and get the same person to handle my concerns. I explained that these kinds of systemic barriers are unfair to homeowners, especially in this circumstance. The treatment I received was discriminatory and violates my rights to say the least. Additionally, the systemic barriers and lack of transparency places homeowners at additional risk which fails to make these programs equally accessible to consumers with hardships and XXXX. This directly violates the Federal Equal Credit Opportunity Act which prohibits discrimination based on race, color, disability, applicants income limitations, or because the applicant has, in good faith, exercised any right under the Consumer Protection Act. I am attaching documentation of the details of my concerns which were emailed, faxed, and there should be several phone recordings, especially the recording with representative XXXX. I mentioned how much time and financial strain this has caused me on top of the prior hardships but he did not seem to care and used his own personal judgement/bias in attempt to minimize my request for help. After months of waiting and a conflicting and unfair/systemic barriers by the Mortgage Company , the service and treatment I received from XXXX left me feeling very uncomfortable and felt like I had a greater burden to prove than others when compared to someone of a different race and economic background. Especially, when he made sure to remind me that they " did not have to approve my application '', which I felt was threatening! Basically, if I had money and was not a minority, I would not received so much resistance and confusion. I had to dig and look for other resources of help which was never offered by XXXX. I later found by digging for a complaint contact, that they have a listed advocacy contact. I reached out to them as well but like all roads with my process for several months, it has led to nowhere and further delay, barriers, and hardship.
03/03/2018 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • FL
  • 34652
Web
My Problems with Carrington Mortgage started in XX/XX/XXXX when I refinanced my mortgage. The modification was suppose to bring my payments current. The statements reflect past due amounts that don't make any sense. Per the FHA Mortagagee Letter XX/XX/XXXX-XX/XX/XXXX ( XXXX ( XXXX ) The Mortgagee must ensure the FHA-Hamp Loan Modification fully reinstates the mortgage. The last statement before the modification XX/XX/XXXX reflects an amount owed of {$30000.00} the statement after the modification, XX/XX/XXXX which included a partial claim funds from FHA reflects an amount owed of {$32000.00}. The modification was re-booked and the XX/XX/XXXX reflects an amount owed of {$3700.00}. After the modification I did again miss a couple of payments and at the end of XX/XX/XXXX I was delinquent for the XX/XX/XXXX and XX/XX/XXXX payments and due for the XX/XX/XXXX payment when with the assistance of XXXX the FHA counselor/mediator I entered into a repayment plan. I made every single payment as required which Carrington set up in advance via auto-pay and on XX/XX/XXXX I was to resume my regular monthly payment of {$1700.00} and would be current with my mortgage. I made my XX/XX/XXXX payment on XX/XX/XXXX in the amount of {$1700.00} my XX/XX/XXXX payment was made on XX/XX/XXXX in the amount of {$1700.00} and suddenly when I went to make my XX/XX/XXXX payment on XX/XX/XXXX the payment has now jumped to {$1700.00}. I have no idea why when I went online to make my payment why the amount has jumped {$30.00}. The only thing I can figure is it must be due to the forced place insurance they have placed on my account which is another issue I have with them. In XX/XX/XXXX before I modified they told me it was standard practice for a property inspector to be sent to my home and to not be concerned if I notice somebody looking around. Well for some unknown reason this inspector reported that my home was vacant and unsecured! My insurance company called me in XX/XX/XXXX to ask me about it and I assured them I live in my home. My home was decorated for the holidays -- XX/XX/XXXX -- XX/XX/XXXX and XX/XX/XXXX the lawn is mowed trash is picked up at the curb twice a week -- I have no idea where the vacant and unsecured thing came from. In XX/XX/XXXX my XXXX happened to be home an someone knocked at the door -- She answered and the man identified himself as the property inspector for my mortgage company -- he said the property was still being reported as vacant -- -My XXXX informed him that both her and I live there and that I was at work. Later while she was sunbathing in the backyard she looked up and saw 3-4 people walking around the back yard looking up at the roof and back of the house. She asked if she could help them and again although different people from the man that had visited earlier that morning also stated they were property inspectors and were there to place a lock box on the front door. My XXXX stated that she had talked to someone earlier and told him the property is occupied. One of the men said that was his brother and sorry he didn't get the message from him. A few hours later my XXXX leaves her towel and water in the backyard and goes in the house to reapply suntan lotion and get more water -- she did not close the patio door behind herself since she was only going in for a few mins. While in her bedroom applying suntan lotion she heard a noise she walked out into the living-room to find a man ( a third person different from the other two visits ) standing in the middle of the living-room she screamed at him to get out! And while on his way out he said he was sent by the mortgage company -- she just kept screaming at him and was very very upset and told him she didn't care who sent him. She then called me as work she was still crying and upset -- -I called Carrington and told them this stops today -- right now -- right this min -- -they are trespassing and if they think the property is vacant then go through the court system and get it assigned back to them but under NO circumstance do they have the authority to enter my home whenever they feel like it!! And I was not even in foreclose when this happened so they really had no right to enter my home! I thought this was the end of the vacancy issue until I received notice from my homeowners insurance company in XX/XX/XXXX that due to Carrington continuing to report my property as vacant I was at a higher risk and they were cancelling my policy for both the homeowners and flood policies. Other than the property inspectors which claim they were sent by Carrington -- -Carrington has never asked me for documentation that I was occupying my home -- -which I could have easily provided but I am sure the electric company would have also supplied to them -- which would have proved the electric is in my name and there is a bill generated every month that is high enough to prove I live here. Another issue with them is the fees they are adding to my account every month -- I understand the late fees -- -and do not take issue with them its all the other fees -- -- recording fees, attorney fees, more property inspections fees ( sometimes 2 or 3 in one month ) every month its a new fee of some sort. I also receive intent to foreclose notices -- which they send every month at least 2-3 times a month. In XX/XX/XXXX they posted one on my front door insisting I call them to discuss my financial issues ... .my account is current! I have tried to work this out with Carrington but they will not listen to me, they only upset me when I call and demand more and more money. I also tried to hire an Attorney to sort this out with no one willing to take my case. I also contacted FHA and was assigned an XXXX XXXX XXXX ( XXXX ) in XX/XX/XXXX. To date FHA has made no progress with this either ... .the payment history Carrington supplied to FHA is impossible to follow or so they tell me. Carrington also stopped providing monthly account statements from XX/XX/XXXX to XX/XX/XXXX. The most recent statement dated XX/XX/XXXX reflects I now have an amount due of {$6900.00}. I don't understand this since the repayment plan ended in XX/XX/XXXX I have made regular monthly payments and I am not delinquent. Below I am attaching the email I received from the XXXX mediator in XX/XX/XXXX outlining the repayment plan. Ask Expert Queue Information from today ( # XXXX ) XX/XX/XXXX at XXXX XXXX I'm sorry we got disconnected. XXXX from the bank is going to try and call you back later in the day to get this plan finialized. They are very willing to work with you, but you need to try and get ahold of them before the day is out. What we talked about with XXXX : You currently need {$3500.00} to bring the account current You will pay {$2000.00} on the XX/XX/XXXX The have authorized a payment and a 3rd for the next 3 months which will be about {$2300.00} for the next 3 months {$1700.00} per month new payment This is the information on the Disputes and Research department XXXX Please let us know if you need any further assistance. XXXX XXXX Financial Wellness Expert XXXX XXXX XXXX Phone : XXXX Fax : XXXX XXXX XXXX
09/18/2018 Yes
  • Mortgage
  • Conventional home mortgage
  • Struggling to pay mortgage
  • CA
  • 92832
Web
I starting falling behind on my mortgage payments approximately Mid XX/XX/XXXX. I got served with a Notice of Default by the current loan servicer, Carrington Mortgage Services. At this time I was residing at the subject property, a Single Family Residence located at XXXX XXXX. XXXX XXXX. XXXX, Ca. XXXX My troubles initiated as a result of both acareer finances decline and personal issues dealing with the aftermath of a divorce. Because of my inability of meeting my mortgage payments, Carrington Mortgage initially filed a Notice of Trustee Sale XX/XX/XXXX. After numerous attempts to normalize my situation without any positive results, I took the final and most responsible decision to place my property up for Shortsale. On XX/XX/XXXX, I XXXX XXXX hired the services of XXXX XXXX XXXX, a real estate brokerage firm managed by XXXX. XXXX XXXX. I hired XXXX. XXXX to initiate Shortsale proceedings to responsibly mitigate a loss for the current lender, Carrington Mortgage. On XX/XX/XXXX, XXXX. XXXX sent the Short-sale package to Carrington Mortgage and followed up with my assigned single point of contact XXXX XXXX XXXX. The shortsale process was formally initiated on this date and an offer from a XXXX XXXX investor was submitted at {$400000.00} Typically, Real Estate investors when offering to purchase a heavily damaged property, have to take into account the following considerations cost of repairs, the surrounding comparable sales, exit ROI and marketing duration. All of these factors are vital for an investor to acquire a fixer upper. After having submitted this offer to the lender, XXXX XXXX began having difficulty getting a hold of the SPOC ( XXXX XXXX ) After several attempts to get a hold of her, XXXX.XXXX finally answered XXXX. XXXX. She indicated that she was unable to discuss the file due to a Bankruptcy being present in the current file. While banks can not close on a Shortsale during an active Bankruptcy scenario, they can certainly speak directly to the customer or his/her authorized agent, just as long as there is permission from the borrower, in this case me. The filed bankruptcy was done in a Pro Se manner which means that there is no attorney present. All Carrington needs is my written authorization to continue processing the Short-sale but not being able to close unless one of the three events occur : a ) Bankruptcy is Discharged. b ) Bankruptcy is Dismissed c ) Bankruptcy Trustee provides written authorization to close the Short-sale. XXXX. XXXX has been dodging talking to my Real Estate broker on purpose, hiding behind the excuse that there is an active Bankruptcy.on the case. On XX/XX/XXXX she wrote an e-mail to him explaining that she could not speak to him because of that reason. Despite of the fact that XXXX. XXXX explained to her that it was ok to speak to him because I XXXX XXXX consented to this. On Wednesday XX/XX/XXXX, XXXX. XXXX XXXX was out of the office, so my broker had the pleasure of talking to her manager XXXX. XXXX XXXX who had given XXXX.XXXX an indication via e-mail that the existing {$400000.00} was too low..He politely requested to XXXX. XXXX if he could reach out to the buyer 's agent to try to see if they would care to increase their offer to a more acceptable amount, {$500000.00} was discussed. XXXX. XXXX went ahead above the call of duty and managed to convince the Buyer 's agent to persuade his client to increase their offer from {$400000.00} to {$500000.00}. My agent XXXX. XXXX was trying to please the bank as much as a possible while taking into account that the subject house is in need of at least {$100000.00} in cosmetic and structural repairs. ( Contractor 's Bid attached ) After speaking to XXXX. XXXX and having sent him a revised contract for the higher amount and an escrow Closing Document reflecting the increase, XXXX. XXXX has been unable to speak to him ever again. On Thursday XX/XX/XXXX XXXX.XXXX once again called in to Carrington Mortgage to discuss the status of the higher offer. XXXX. XXXX specifically requested to speak to XXXX. XXXX, however the call was routed to a gentleman named XXXX XXXX, claiming to be the Director of Special Servicing at Carrington Mortgage Services. According to XXXX. XXXX, XXXX.XXXX commenced the conversation on a very condescendign and abrasive manner. He sarcastically asked XXXX. XXXX " where do you live? '' " Are you familiar with this neigborhood '' What XXXX. XXXX was doing was to attempt to ridicule XXXX. XXXX professional acumen by placing doubt on his geographical knowledge of the subject neighborhood. XXXX.XXXX responded assertively that in fact he was quite familiar with XXXX County Real Estate and being licensed to practice Real Estate since XX/XX/XXXX. XXXX.XXXX has been a Real Estate professional in XXXX County for the last 24 years. XXXX.XXXX not only insulted XXXX. XXXX intelligence, but also aserted to him that given the discrepancy in price offered by the investor 's latest offer, " you are better off letting this house go to Foreclosure and go find yourself another listing '' He also told XXXX. XXXX " It sounds to me that your have to go back out there and find a higher offer ''. XXXX. XXXX openly expressed his disregard for seeking a loss mitigation solution by stating that even if XXXX. XXXX received an offer at the BPO valuation obtained by the Carrington Mortgage at the {$550000.00}, that not even at that amount there was any guarantee to accept such offer. He further added the following statement " Here at Carrington Mortage we have the ability to fix the homes ourselves and we can then rent them out for a year until the market increases '' Further confirming that XXXX. XXXX in direct representation of a Lending Institution that he represents as a director, has not intention nor desire to work out a loss mitigation solution with a consumer desperately seeking this relief. His remarks and overall attitude were those of a bully and not a banking professional. And his behavior was despicable and unacceptable. XXXX. XXXX attempted to discuss the matter with facts and data which he felt supported the {$500000.00} value as being fair and equitable to liquidate the real estate asset in question. I am providing you with a very close comparable sale on this submission where a property in close proximity in size to ours just sold XX/XX/XXXX for {$540000.00} MLS # XXXX I don't know if Carrington Mortgage received Federal Assistance as part of the trouble asset relief program during the recession years? But if they did, I need your assistance at making XXXX. XXXX and more importantly holding his lending institution more accountable at truly helping distressed home owners like myself, receive the necessary help to achieve a Short-sale. Without duress or callous threats of " not needing to do anything about it '' I need your to please assign a SPOC who is accountable, responsive and more importantly reasonable at negotiating this Shortsale. Carrington Mortgage is currently violating the California Home Owner 's Bill of Rights statues. Thank you for your cooperation
11/13/2018 Yes
  • Mortgage
  • FHA mortgage
  • Struggling to pay mortgage
  • WA
  • 98118
Web Servicemember
In XXXX I applied for a mortgage loan with XXXX XXXX. My husband at the time and I were approved. Once we found a house, it was stated that he could not be included on the loan and that I had to take on the loan on my own but now with a 2nd mortgage. We agreed. We separated not too long after moving in XX/XX/XXXX. We had a roommate who I then decided to add to the mortgage so that I could afford to pay for the loan being that I was facing a divorce and reduced income. In XXXX, I refinanced the loan to include my roommate and that got rid of the 2nd mortgage. In XXXX, I filed for bankruptcy and moved out of the home. My roommate remained at the house with my room for rent. Late XX/XX/XXXX, the roommate decided to move out since he just started a family and did not want to maintain or stay at the house. Being that I filed for bankruptcy, he most likely thought the house would foreclose and that would be the end of it. In XXXX, I also was remarried and moved on with my life. We received no communication from the bank which was XXXX XXXX XXXX at that time regarding any foreclosure proceedings, etc. In XXXX, I again unfortunately was facing yet another divorce. At that time, I decided to see if the house was still available for me to move back into and possibly start the loan modification process. I reached out to XXXX XXXX XXXX to begin the loan modification. From XXXX - XXXX, absolutely no communication was sent to me regarding pre-forclosure, forclosure proceedings or loan modification options. From XXXX when I moved back into the house until XXXX, I have applied for numerous loan modifications from XXXX XXXX XXXX and now Carrington Mortgage. In the beginning stages, the process was long and laborious. I followed up weekly and submitted all necessary documents that they required. I have tons of documents/faxes that have been transmitted to XXXX XXXX XXXX and Carrington. I hired a company who dealt with loan modification to ultimately get me an answer/decision. During the process, the issue of the homes title was in question and was somehow causing a delay. The former roommate who's name was on the loan did not want anything to do with the loan modification so I was instructed to obtain a quit claim deed. Simple enough if the county in which the title was recorded actually had him listed on the title. I could not move forward at that point with obtaining the quit claim deed. The county insisted that his name was not on the title however the bank was disputing this. I have email confirmations from the title company that my name is the only name listed on the title. XXXX XXXX XXXX and Carrington did not know how to proceed with this causing a delay in processing the loan modification with just me listed as the " borrower ''. XXXX - There were several back and forth communications between myself and the banks. Finally, a resolution. A decision was made and I was approved for a loan modification WITHOUT the roommate/co-borrower who was originally on the loan despite the bank NOT receiving a quit claim deed. Good news? Well for the approval yes, but the terms, no. The amount of the mortgage had only been reduced by {$30.00} or so dollars. How is this helpful to me when I had a decrease in income? Not to mention the length of time the account was in arrears was due to what? The bank not foreclosing or starting the foreclosing process when they should have. The terms were not favorable since the bank did not take action in a timely manner and I was being penalized for it. Granted, I own the responsibility in filing bankruptcy and leaving the home. That was the error on my part. I accepted the trial offer and made the required trial payments on time. However, after reading the final documents and speaking with a representative, it was relayed to me that I could re-apply for the loan mod process again in hopes for a reduced mortgage payment. XXXX - I applied. Submitted what I needed to. Then decided to shortsale the house. The process was long but I was following through with what I was instructed to do by my realtor and the bank. The bank ( Carrington Mortgage ) kept calling me about my ability to re-apply again and stating that I did not have to sell my home. So I applied again. XX/XX/XXXX-XX/XX/XXXX - Another application process. Submitted what I needed to. This time they required the co-borrowers information. I told the bank that the co-borrower did not want to participate and was not/has not lived, maintained or paid bills on the home since he left in XXXX. I was able to proceed without providing his financial information. I was yet approved but now the mortgage increased by about {$500.00} understandable with the years of arrears but again, the years in arrears had to do with the bank not initially taking action from XX/XX/XXXX-XX/XX/XXXX. Time came to sign the trial payment agreement. This time they REQUIRED the co-borrowers signature. He was reluctant to sign since he would be responsible for a loan/house he was not living in and had nothing to do with since he left the home in XXXX. I asked the bank if they would remove his name and just take into consideration my domestic partner who they " approved '' and considered income from when determining eligibility. They said they couldn't help and that all 3 names, my name, my domestic partners name and co-borrower all had to sign. This posed a problem. I would be paying a mortgage on my own and the co-borrower would have rights to the house he was not living in, had no interest in and was not paying for. It was not a good situation to put myself in yet again. IF the bank would have considered removing his name and just having myself and my domestic partner listed as borrowers, we would have done the trial payment in hopes of remaining in the home. I then decided to look at my short sale options. Went through that process again with a new realtor. Listed the house and found a buyer in less than XXXX weeks! The buyer offered $ XXXX. HUD would not budge. Stating the amount of time in arrears was more than the amount of time allowed for a short sale. They would not take into consideration that most of those years were due to the fact that the bank failed to take action in a timely manner! I am seeking assistance in hopes to have HUD approve the short sale and look into why the bank, XXXX XXXX XXXX and Carrington Mortgage did not start the foreclosure process in XXXX when the mortgage was originally defaulted. I feel that they have been discriminatory in my situation and have not done their due diligence in investigating this particular case. Instead of running the file through a computer system for checkpoints, someone needs to review the entire history of this file and understand that the loan was most likely a predatory loan from XXXX and that they did not act in a timely manner regarding the default of payments, etc. I have tons of documents and scanning and uploading them would be laborious. I am willing to provide those documents and all communications with all parties involved if needed. Thank you.
03/29/2021 Yes
  • Mortgage
  • VA mortgage
  • Trouble during payment process
  • NC
  • 28307
Web Servicemember
TO : Consumer Financial Protection Bureau XXXX CFPB XXXX XXXX : Carrington Mortgage Service # XXXX My married name is XXXX XXXX XXXX. My maiden name is XXXX XXXX XXXX which was sent over to Carrington when it was transferred. The last XXXX of my Social Security number is XXXX. On or around XXXX XX/XX/XXXX, I mailed in XX/XX/XXXX payment. On or about XXXX XX/XX/XXXX I called Carrington Mortgage Services to verified if they had received the payment sent out using XXXX 3-day delivery service. On XXXX XX/XX/XXXX, XXXX payment was sent out. Carrington Mortgage XXXX representative informed me that I was still a payment behind. In fact, two payments behind. They were XXXX and XXXX of XXXX. I explained to him that I would be submitting all documents through a third party because there was no confidence from me with this company. I further stated that it has to be an agency out here that could reign Carrington Mortgage XXXX personnel in with how consumers are treated. As I explained in my last complaint against Carrington Mortgage XXXX representatives, the only reason I decided to investigate this situation personally is because I desire to get from underneath Carrington Mortgages umbrella completely. It's coming up on a year that I completed my bankruptcy, and yet, I am still dealing with allegedly late payments. My complaints against Carrington Mortgage Services begin with the following : the previous complaint under XXXX # XXXX. I was not going to refute the poor excuse as to how XX/XX/XXXX Cashier Check was misplaced, but since Carrington Mortgage 's grave issues are still referring back to XXXX of XXXX and XXXX payments, I will address the next complaint accordingly. 1. Why wouldnt Carrington Mortgage XXXX, who supposed to specialize in some level of Accounting, I pray, show more caution after seeing there was no account number and double-checking leave it sitting where it was? 2. After all parties agreed, I thought Id be receiving something attesting this from Carrington Mortgages XXXX XXXX per the representative confirmation only to find out allegedly, Carrington Mortgages representatives eventually had no knowledge of such a conversation. The letter Carrington sent XXXX XXXX of XXXX, attested to that ( Exhibit XXXX Letter of Confusion ) as well. What happened to the formal agreement about the payment plan? 3. I am asking Consumer Financial Protection Bureau and XXXX Banking XXXX XXXX XXXX Carrington Mortgage XXXX is exercising predatorial practices by doing the following : Harassing me with excessive phone calls because they are not willing to put any arrangement in writing per the conversations we have had. Carrington Mortgage XXXX XXXX XXXX created a payment arrangement we both agreed upon only for it to look like yet, another diversion. Carrington Mortgage Co purposely misled me with the situation by sending a XXXX notice? Are they stating that XXXX is the one at fault for misapplying my payments? Between this notice and the letter from Carrington Mortgage in XX/XX/XXXX about being past due, along with never receiving the formal agreement, and my favorite one, them stating there was never no conversation in regard to a payment plan, I was left confused and decided to exercise restraints by simply continuing to pay as I had because God has already fixed this situation and those wrongfully involved. Intimidate me by constant notices of foreclosing or intent to foreclose on my home. Looking at the three Mortgage statements, if I did not keep a record as to what I have paid, I would have been totally intimidated. 4. I am asking that for anything Carrington Mortgage Service is offering outside of fixing my credit score and negating these late fees if they would address it through the company so that it can be for the record? In reexamining all the documents, the XX/XX/XXXX cashier check was not discovered until late XXXX well into XXXX of XXXX. When I first heard of the XX/XX/XXXX XXXX Check missing, my husband was being rushed to the hospital, with emergency XXXX to follow. He remained in the hospital XXXX more weeks. Taking care of my family took president over Carrington Mortgages negligence at this point. However, after securing medical care for my husbands return home late XXXX or so, I reached out to Carrington Mortgage Services to find out when would I be receiving a formal agreement per our conversation regarding the payment plan. No response, which was to be expected. The investigation showed that XXXX XXXX Check had to be replaced because it was never collected. It was as though it was suspended in transit. I did a Declaration of Lost ( Exhibit 6 Declaration of Loss ) for the Cashier Check XX/XX/XXXX because it had been sitting there over 2 months. It was replaced around XXXX XX/XX/XXXX ALTHOUGH I DIDNT GET THE FUNDS BACK INTO MY ACCOUNT UNTIL LAST MONTH XXXX XX/XX/XXXX XXXX Exhibit 2 ). Ironically, now Carrington Mortgage Services are stating that XXXX and XX/XX/XXXX mortgage payments are missing. I took the initiative in trying to right Carrington Mortgages personnels wrong so I can be looked at by a reputable mortgage company because something isn't right about this company, let alone the situation. Currently, I am submitting documents of cashier checks substantiating receipts of payments to Carrington Mortgage Services and posted as followed from XXXX XXXX Bank : XXXX Paid on XXXX XXXX : XXXX paid on XXXX XXXX : XXXX paid XXXX and XXXX payments : XX/XX/XXXX paid XX/XX/XXXX : XX/XX/XXXX paid XX/XX/XXXX : and XX/XX/XXXX where the initial problem began and it was finally fixed. Lastly, because it appears this situation has become redundant from XX/XX/XXXX, I felt the need to seek help from other agencies. Sincerely, XXXX XXXX XXXX XXXX Enclosure ( XXXX ) XXXX. Exhibit XXXX Proof in Document Against MORTGAGE CO XXXX from XXXX XXXX attesting XXXX. Exhibit XXXX XXXX XXXX for Mortgage XX/XX/XXXX XXXX for XX/XX/XXXX. Exhibit XXXX XXXX XXXX for Mortgage Co XX/XX/XXXX Payment XXXX. Exhibit XXXX Proof in Document Against Carrington Mortgage Co XXXX XXXX XXXX XXXX. STATING XX/XX/XXXX WAS STILL IN WAITING STAGE 2 mons later. XXXX. Exhibit XXXX Proof Document for Carrington Mortgage XXXX XXXX for XXXX & XX/XX/XXXX. Exhibit XXXX Proof for Document Against Carrington Mortgage XXXX of Loss Cashier Check XX/XX/XXXX XXXX. Exhibit XXXX Proof in Document for Copy of Cashier Check for XX/XX/XXXX This is for XXXX XXXX XXXX XXXX. Exhibit XXXX Proof of XXXX Check for XX/XX/XXXX and XX/XX/XXXX all In XX/XX/XXXX XXXX XXXX. Exhibit 9 Proof of Delinquent Notice Unwarranted Carrington Mortgage Co XXXX. Exhibit XXXX Proof of Letter from Carrington Mortgage XX/XX/XXXX Confusion Letter Showing Mortgage Past Due 12. Exhibit 11 Proof of StatemenXXXX from Carrington About XXXX XXXX. Exhibit XXXX Proof of Statement from Carrington Mortgage LOOK THE AMOUNT STATED 14. Exhibit 13 Proof of Document For Foreclosure from Carrington Mortgage
12/15/2021 Yes
  • Mortgage
  • Conventional home mortgage
  • Struggling to pay mortgage
  • NC
  • 27703
Web
Summary : 1. The home at XXXX XXXX XXXX has an estimated value of ~ {$600000.00} and a principle balance of {$270000.00}. 3. The home is under a Court Order ( Consent Order ) for Equitable Distribution to sell the home and distribute the equity by the North Carolina XXXX XXXX XXXX, XXXX NC. 2. XXXX XXXX sold the mortgage/home to a private mortgage company, Carrington : a. While the homes was in foreclosure, misrepresenting to me/owner the mortgage was just being " serviced by Carrington, not sold to them. c. While still under the COVID Cares Act forbearance and interfering with the efforts to following the Court Order process of selling the home. d. As the home increased in value due to the Pandemic taking advantage of the Pandemic effect on the owners inability to pay or move and the economy to package the home as an asset and sell to Carrington . e. Instead of selling auction per state law to the highest bidder. 2. Carrington removed the home from the Cares Act forbearance using deceptive calls asking " do you want the home '' and increased the principle balance from {$270000.00} XX/XX/XXXX to {$310000.00} XX/XX/XXXX with their specific fees and cost interfering with my process of following the Court Order with the real estate agent to sell the home. a. Carrington placed the home back on the COVID forbearance with the fees added. 3. Carrington adds {$700.00} per month in payments to the mortgage payment without explanation, and will continue until the own all the {$300000.00} of equity and increasing the payoff until the we owe them after selling the home in foreclosure. They will not sell the ask for a foreclosure sale date until all the equity is added back by their fees and processes and the owners owe them. Detail explanation : XX/XX/XXXX the home owners, XXXX XXXX XXXX and XXXX XXXX XXXX, voluntarily submitted to a Court order for XXXX XXXX sale of the marital property at issue in this complaint ( XXXX XXXX XXXX, XXXX NC ) by a Consent Order of the XXXX XXXX XXXX XXXX North Carolina ( attachment XXXX ). XX/XX/XXXX The Court Order was signed by an Court as an Order of the Court and specifically ordered the home placed on the market by XX/XX/XXXX. XXXX XXXX XXXX remained in the home and the Court Order ordered XXXX XXXX XXXX to pay the mortgage until sold, and ordered the real estate agent and owners to reduce the price until sold to assure a quick sale. XX/XX/XXXX XXXX XXXX XXXX decided abandon the mortgage by : 1. living in the home without paying the mortgage ; 2. Refusing to respond to XXXX XXXX inquiry/Collection efforts ; 3. Refusing to sell the home to avoid foreclosure, inexplicably living in the home without paying mortgage or signing the agreement with the real estate agent to sell the home ( attachment 2 ). XX/XX/XXXX, the Home fell into foreclosure for a second time while the home was with XXXX XXXX. XXXX XXXX XXXX continued the process of abandoning the mortgage by refusing to respond to calls from XXXX XXXX for payment and refusing to sell the home, inexplicably choosing to loose the home in foreclosure. Note : A foreclosure sale at that time would have paid the principle balance ( {$270000.00} with an ~ $ sale value of {$540000.00} ), penalties, and processing cost of the bank leaving the owners with equity of at least {$140000.00} to be divided per the Order of the Court. XXXX XXXX XXXX continued communications with XXXX XXXX and Now Carrington Mortgage company. XX/XX/XXXX Owner XXXX XXXX XXXX filed a motion to enforced the Consent Order Order of the Court to sell the home with a Contempt of Court and Show Cause to force XXXX XXXX XXXX to respond to the real estate agent and sell the home ( attachment 3 ). XX/XX/XXXX, however, while the home was in foreclosure but before a sale date was set, XXXX XXXX XXXX submitted a request for COVID forbearance relief to XXXX XXXX under the CARES Act. XX/XX/XXXX While I ( XXXX XXXX ) continued to communicate with XXXX XXXX on the sale of the home before the end of the COVID relief and foreclosure, XXXX XXXX used the value increasing value of the home, occurring due to the pandemic, to package the ~ {$300000.00} in equity as an asset and sell the mortgage to Carrington while the home was in foreclosure and under the Cares Act. The process of the sale to Carrington interrupted the process of getting the home sold and with the real estate agent as XXXX XXXX mislead with the correspondence that the home mortgage was being serviced by Carrington and not sold to Carrington. XX/XX/XXXX, for more than two months after the sale to Carrington by XXXX XXXX, I could not contact them and continued to correspond with XXXX XXXX for an explanation as to why the mortgage was sold to Carrington while still in foreclosure. From reviews, it was clear Carrington would use methods to take the equity in the home and force the owners to abandon the home and equity or owe them after the foreclosure sale after taking the equity in fees, etc. XX/XX/XXXX Carrington began calling and asking " do you want the home '', I explained that the home should not have been sold to them while in foreclosure. I explained I was in the process of being placed on the market to sell within a month of placing on the market. Carrington then removed the home from the COVID CARES forbearance stating that my explanation was that I was abandoning the home and wanted it sold in foreclosure. I requested all correspondence be in writing at that point. A payoff was then sent at my request which listed the payoff {$310000.00} with their processing fees, attorney fees, etc. which was an increase t in the principle from {$270000.00} in XX/XX/XXXX at XXXX XXXX. Please note the home was still under the COVID Cares act forbearance with Carrington when the principle increase was sent. While in the COVID Cares forbearance Carrington stated they would add $ XXXX to the the mortgage payment, which will increase the amount owed to pay off the home at a private sale or public foreclosure until all of the equity is owed to Carrington and we owe them money. Under FHA rules, I have the right to take up the mortgage if XXXX XXXX XXXX signs over the home in a deed in trust but Carrington representatives by phone state, with a nasty creditor attitude, they do not get into all that personal stuff and I can not get an address to send the Court Order ( attachment 4 ). I will only provide documents the Companies do not have and documents I attempted to send to them for the purpose of equity when the home is sold ( The Consent Order of the Court ). I need : 1. a detailed accounting of all fees added and when added. 2. the Federal ( FHA XXXX HUD XXXX etc ) and NC state rules and laws allow these additions normally and under the Cares Act. 3. Return to the principle state of the loan while with XXXX XXXX, before Carrington addition.
10/22/2019 Yes
  • Mortgage
  • Conventional home mortgage
  • Struggling to pay mortgage
  • CA
  • 92591
Web
In 2018 my wife and I communicated to Carrington about going through Loss Mitigation with Carrington Mortgage Services. After receiving the packet in the mail, we promptly filled out all areas and returned the package. We never received any response after that and decided to just try and forge ahead. Carrington Mortgage Services has sent us current notice that we have in fact tried for loss mitigation prior to our current process of loss mitigation but we never received communication as to it. To us, that sounds like they dropped the ball and never followed through with even attempting to help out when we asked for it. On to the current circumstances. We once again submitted the package requested in late XXXX, and it was recorded that it was received on XX/XX/XXXX. Up to this point we submitted everything asked of us. We did in fact receive communication that we had left a few items out from the application which we again, promptly corrected. We never took more than 1 day to resubmit documentation that was asked from us. I can myself for follow up nearly 20 times if not more and that does not include my wife calling for follow up. Although we understand it is our responsibility to follow up, it would have been nice to get some type of communication after the first call. I have screenshot after screenshot on my phone about how it was an " incomplete package '' been never mentioned why. When we would call in it was generally a missing piece of documentation and we would have to explain that we already sent it in. However, this was never with the Loss Mitigation Department as it was with customer service. Almost every time, customer service was able to track down the missing documents that were submitted. The times we needed to put signatures on the right pages we did again only because customer service would let us know. This process wouldn't have been so bad if A ) it wasn't so confusing! B ) what was needed was more clear. C ) It wouldn't take literally 1 week between the submittals of docs and an update on their " flow chart ''. D ) we got our hopes up when it finally went to " underwriting '' the next step of a " complete package '' only to receive a letter stating they needed one more piece of information that was already in the initial package with the letter of reasoning we wrote. We sent in everything, it took some more time but finally it went back into underwriting. We were denied, which is obviously a huge downer going through everything they put us through with all of these documents. But more so that when we finally got that letter it was in XXXX nearly 2 and a half months after the submittal of assistance with Lost Mitigation! The process was worse than applying for our home in the first place and when we refinanced with Carrington some years ago. Originally when I called Carrington to get some help, I asked to see if we could refinance the home, even at a higher rate, because the amount of equity we have in our home is very high. Long story short, nearly 4 weeks after, I decided to call Carrington and make a payment and also ask what was taking so long with the process and also what to expect. After talking with the customer service representative at that time, she informed me that I would have to contact a completely different department and work with " lending ''. I did that. Talked to a gentleman who was going to be able to help us by getting us a refinance loan that would wipe our debts and pulling some cash out but we would be paying a XXXX % which we would have loved to do, but then it didn't work on their end because of some finance issues they saw. I understood that, so we tried a different angle. After we stated discussing, the gentleman that was helping us completely stopped responding to my emails and my phone calls. I understand that what was being asked could put someone in a compromising position should we not be able to repay or other red flags, but what bothered me was again, we had to submit all kinds of documents, sign a bunch of forms and in the end, it was a complete waste of our time and got our hopes up. And in the end, the communication stopped in the middle of us working on a different way to refinance with the same department and person. We received a denial letter from that department a week before we received that Loss Mitigation denial stating our " credit application was incomplete ''. We know it was not as we submitted the documentation and kept documentation of the submittal and we were still getting correspondence up to that point and everything was supposedly good. Again, the problem I have is the lack of correspondence and complete disregard to returning our calls and emails. I believe us to have been very patient with this process but now feel as the company is extremely poor in the way they handle relations with their customers and clients and feel as though this particular situation was uncalled for with how we were treated. I'm currently working tons to keep up and we are doing okay now. My kids are young and moving in the house that they have been growing up and that we are the originally owners of our home, one would think that we are doing the right thing by working with our current lender. I have tons of documentation to attach if it will be needed to help resolve this issue. In the mean time, we are resubmitting everything again with even more up to date information to Loss Mitigation at Carrington. This was due to discussion after calling today and being transferred over to Loss Mitigation ( their number never works! I have called direct many times and it never worked. This was the first time I was able to talk with someone there. ) We did appeal the action and that was denied because apparently the underwriter put that our new income that we put in was less than what we were originally making. In the letter of appeal that I wrote the new income was on top of what we were making putting us into a category that would have worked to go to the next step. We were blamed because we never originally submitted that. Which we did not because we were not asked to. When I submitted letters prior to the denial I declared that I had picked up a new full time job on top of our current income. I did also submit paycheck stubs that apparently were " not received ''. I have record that I did submit this information to Carrington. I don't appreciate or like the fact we have to do this process all over again just to get a month or two of breathing room so we are actually officially caught up. Our mortgage is literally the only debt we have. No CC 's no car payments, nothing. We would just really like to move forward and continue making our payments and that's it.
07/17/2018 Yes
  • Mortgage
  • Other type of mortgage
  • Trouble during payment process
  • TX
  • 78254
Web Older American
This is the second time I reach out to the CFPB. The previous case was closed under the presumption that this had been resolved and it has not been resolved. I have enclosed a letter below that I have sent out to Carrington Mortgage, XXXX XXXX XXXX and several others. It is approaching the two year mark of a storm that impacted my home at XXXX XXXX XXXX XXXX XXXX GA XXXX. I have spent all this time attempting to resolve the issue. Carrington Mortgage had my escrow account to pay for taxes and insurance. They failed to pay my insurance and it lapsed in coverage. I learned about the coverage lapse when I attempted to file a claim with my own insurance company and was told that the policy had been cancelled for non payment. Carrington then force placed an insurance policy with XXXX XXXX XXXX and I have yet to resolve the issue. Carrington has not released approximately {$2100.00} dollars in insurance proceed despite having received all the documentation they have requested from me and despite inspection reports documenting that the home has been repaired. XXXX XXXX XXXX will not respond to my requests to review the damage and the repair costs despite several attempts. They hired a property insurance inspector that provided a report in which the adjuster based his findings. Neither the insurance company nor the adjuster will provide information as to how the inspector meets the qualifications to make the assumptions in which they based their insurance determination. This home had remodeling completed that was under city , county ordinances and codes. The architect and engineer where in fact licenses. The inspector faulted the remodeling for the damage to the roof in the main home rather than the storm and he does not have the credentials to support his findings. This is yet another attempt by Carrington Mortgage and XXXX XXXX XXXX to not pay a claim. I am not able to obtain my own insurance that has the coverage I need because of their mishandling. I am out of pocket in the excess of {$11000.00} and yet to see a reimbursement.This has caused me tremendous hardship. I can't pay my mortgage on time. I am elderly and live on a fixed income. Every time I call Carrington they ask for a document, I provide it and then I call back and they ask for another document. This has been going on for almost two years. Below is the letter sent to XXXX XXXX XXXX XXXX Respectfully, XXXX XXXX, XXXX XXXX XXXX XXXX Reference Policy # XXXX Claim # XXXX Property Address : XXXX XXXX XXXX XXXX XXXX GA. XXXX XXXX XXXX XXXX Dear Mr. XXXX, I called and left you a message two weeks ago and never received a return call. I am writing to you concerning the above mentioned claim and the handling of this claim. Allow be to provide you some details on how this policy was implemented. Carrington Mortgage became the new servicer to my home loan that was previously serviced by XXXX XXXX XXXX. My loan includes escrows for taxes and insurance. Carrington Mortgage failed to make payment to an insurance policy that had been in place since I bought this home in XXXX of 2008. Due to their breach in our mortgage agreement which requires them to pay the insurance policy, my policy was cancelled. I became aware of the cancellation when a storm impacted my home and I attempted to file a claim. I was advised that my insurance had lapsed. I contacted Carrington Mortgage and they force placed insurance with XXXX XXXX. The damages to my home are approaching the two-year mark. I am unable to obtain my own insurance policy due to the gross mishandling of this claim by Carrington Mortgage and XXXX XXXX XXXX. An inspector was sent out to my home, XXXX XXXX soon months after the damage to my home. My understanding is that this inspector is not a license engineer nor a licensed architect yet you as the adjuster accepted his findings that some of the damages to my roof were a result of faulty construction to an addition to my home. This addition was in fact managed by a licensed engineer, a licensed architect and approved by a license state inspector and real estate general contractor. My home has had over {$12000.00} in repairs resulting from the storm damage, all of which are covered under this insurance policy. My home was renovated when I purchased it in 2008. Since then, my home has had all electrical, all plumbing and now new roof to the main home as well as the three car detached garage. In addition to these updates, my home has had the kitchen and all three bathrooms remodeled over the last 10 years, I have spent over {$70000.00} renovating this home. Most recently the HVAC system, yet you and the company you represent deducted for depreciation. I am an elderly citizen and I feel that this situation has been mishandled by your company and Carrington Mortgage. I will be contacting the state and federal agencies that oversee both the insurance and the mortgage companies involved in this matter. There is currently an active case regarding the lapse and mishandling of the insurance policy by the Consumer Financial Protection Bureau. I am providing them a copy of this correspondence for their records. I will also be sending a copy of this letter to the Office of the Insurance and Safety Fire Commissioner, Georgia Department of Insurance, Congressman XXXX XXXX XXXX XXXX and Senator XXXX XXXX. Enough is enough! I live on a fixed income. The cost of making these repairs has devastated me financially and someone has to be held accountable. I am requesting that the claim for the damages of my home be reviewed by your supervisor and a finding be completed in my favor to reimburse me all the expenses for the damages to both roofs of my home along with the interior damage. I will also be requesting compensation for the damages that would have been covered under the previous policy that lapsed because of Carrington Mortgages neglect in the handling of my escrow funds. To make matters worse, my husband passed away one month after the storm and this burden has taken a toll on my physical and emotional health. I want for you to respond to my request in writing, via my email at XXXX. This request is due to the lack of accountability of all parties involved and to ensure that there is no miscommunication pertaining to this matter. I further authorize my daughter XXXX XXXX to speak on my behalf when I am not available or able to due to my schedule and health issues. Respectfully, XXXX XXXX Mailing Address XXXXXXXX XXXX XXXX XXXX XXXX, TX XXXX cc : Carrington Mortgage cc : Senator XXXX XXXX cc : Congressman XXXX XXXX cc : Office of Insurance and Safety Fire Commissioner State of Georgia cc : Consumer Financial Protection Bureau
06/22/2018 Yes
  • Mortgage
  • FHA mortgage
  • Struggling to pay mortgage
  • FL
  • 32607
Web
Complaint about Carrington Mortgage Foreclosing on FHA loan in Federal Disaster area after owner requests disaster relief for the Hurricanes affecting XXXX and XXXX XXXX. I recently bought a home on a FHA loan through Carrington Mortgage in XXXX. I was impacted by the hurricanes of XXXX both in my home state of XXXX and where I was working in XXXX XXXX. I was able to shift my work back to XXXX but lost some time at work due to the storms and lost out on potential future revenue from an upcoming business opportunity that aligned with my research that may have yielded future work and XXXX school opportunities with the XXXX XXXX XXXX XXXX XXXX . When I received a letter from Carrington dated XX/XX/XXXX offering assistance due to the hurricanes I called them immediately. I called and spoke to a representative that told me I was in a federal disaster area, and that I could seek deferment for 6 months and at the end of the 6 month period I would pay my normal mortgage and that the unpaid mortgage payments for those 6 months would be added to the end of my loan extending the date to pay it off, and I accepted it. However, the next month I got a mortgage statement ; it showed an overdue balance. I called and spoke to a representative from Carrington who assured me everything was ok, that the paperwork hasnt caught up with the disaster relief and that I didnt need to make a payment. Same thing happened the next month and I called again and got the same assurances. Then on XX/XX/XXXX, two days after XXXX while visiting my fiancs relatives in XXXX XXXX I get a phone call from Carrington saying they are going to foreclose on my property! I called and after several hours on the phone I reached a verbal agreement for disaster assistance from XXXX at extension XXXX. The terms were I could pay what I could but normal payments would start back on XX/XX/XXXX, I didnt need to pay anything now ; and nothing was mentioned about paying back mortgage payments. I still never received anything in the mail pertaining to the disaster relief, the terms of my relief package, or what my rights were under this agreement. I still continued to receive mortgage statements every month that showed I owed a past due amount from XX/XX/XXXX on till XX/XX/XXXX. Every month I would call and get the same response that I was in this disaster relief program ; that I was in a Presidentially Declared Major Disaster Area and a payment wasnt required. At no time was I made aware of the requirement to pay the back mortgage to become current. After contacting Carrington Mortgage again to try and gain insight into my loan I noticed on the website that I could not access to certain parts of my loan and that when I discovered that it was in default. Soon after that I received a notice of intent to foreclose in the regular mail, I never received anything by certified mail and thought it was my normal mortgage statement and didnt open it at first. I called and spoke to someone at Carrington, and though they were apologetic about my current predicament, and were as just as confused as I was as how I ended up here ; were not really willing to offer any way forward other than to submit RMA paperwork. So I submitted the first RMA paperwork on XX/XX/XXXX and received a confirmation that it was to be reviewed. On XX/XX/XXXX I received the Loss Mitigation Evaluation Notice that stated I did not qualify for any assistance and my only option was to liquidate the home. I called and spoke to a representative in the Mortgage department and upon hearing that I left out my fiancs income and a few other assets-he encouraged me to reapply. However, I was not made aware of my rights to appeal any decision nor was I aware that I could have been making payments all along to Carrington. So I reapplied for RMA on XX/XX/XXXX and the package was under review, it was sent back for being incomplete on XX/XX/XXXX, needed a full RMA on my fianc as well. The RMA was updated to reflect myself ( XXXX XXXX ) and my fianc ( XXXX XXXX ) on XX/XX/XXXX. I updated it again on request from Carrington on XX/XX/XXXX and all the required documents were uploaded and finalized on XX/XX/XXXX. I was not made aware of the outcome of the RMA like I was before and was under the impression that, and told by numerous Carrington representatives that the foreclosure proceeding would be put on hold while the RMA paperwork processed. So beginning on XX/XX/XXXX I start to receive unsolicited phone calls and text messages about buying my house, followed up by lawyers and law groups offering to represent me for my foreclosure? One of the advertisements from a local law office has a copy of the Notice of Lis Pendens that shows Carrington Mortgage initiated foreclosure proceedings against me in court dated XX/XX/XXXX, XXXXhree days after my final updated RMA was uploaded to their website. Further look in the court docket shows that Carrington Mortgage started foreclosure proceeding earlier that XX/XX/XXXX, but never made me aware of this- nor did I ever receive official documentation of this or the outcome of the final updated RMA . There were many inaccuracies in the foreclosure notice as well, in one document that county is listed wrong. Its been my intention to stay in the house all along. I made Carrington Mortgage aware of that at the very beginning. I have never received any official paperwork as pertains to the disaster assistance I was provided, the terms, or my rights under such an agreement. I have talked to numerous Carrington Mortgage staff and have received varying answers to specific questions concerning my mortgage from the beginning. Upon speaking to several associates and supervisors I got the impression that they do not know how the foreclosure process works or are trying to cover for past mistakes, when I called on XX/XX/XXXX, they didnt know that the foreclosure was in the court system already and incorrectly stated that it was on hold. Carrington acted in bad faith in not clearing up whether I was under an assistance program or not and that when payments would be required. It is my desire to hold Carrington to the disaster assistance I was offered in the beginning, that I could make my normal mortgage payments and that the back mortgage would be rolled into the loan extending the payoff date. Carrington initiated foreclosure without properly informing me and my rights as a borrower under FHA guidelines. I also desire to look into the fees and fines charged to me under this disaster relief, foreclosure proceeding should have never been started so early into the process.
05/22/2017 Yes
  • Mortgage
  • Other type of mortgage
  • Struggling to pay mortgage
  • ME
  • 04444
Web
In XX/XX/XXXX, I submitted a request for mortgage assistance to my mortgage company, Carrington Mortgages Services. I filled out the application as well as sent them all of the other documentation that the requested of me ( pay stubs, bank statements, etc. ). The reason we fell behind on our mortgage payments is a direct result of my husband being out of work for 5, nearly 6 months after undergoing emergency XXXX XXXX XXXX XXXX as well as other medical complications. This left me as our only income during that time and I am not capable of paying all of the bills on just my salary alone. Also, we were inundated with my husband 's medical bills that we needed to make at least some payments on. At the time I submitted the request for assistance in XX/XX/XXXX, we were only 3 or 4 payments behind. Once I had submitted this request, I was given a complete runaround by Carrington. They repeatedly claimed that they were missing documents, even though I had sent them multiple times, both via fax and email. I continued to get this nonstop runaround until mid to late XX/XX/XXXX, when I was finally informed that they had received everything that they needed and that my file was now in underwriting and that it would take about 30 days to hear back from them. I heard nothing. Come XX/XX/XXXX, I received a letter in the mail from Carrington stating that my application for assistance had been canceled because they had not received all of the required documentation. This was COMPLETELY false. The last time I had spoken with Carrington in mid to late XX/XX/XXXX, I was told that they had EVERYTHING they needed and that my file had been sent to underwriting. As a result of this nonsense, I had to start my application all over again from scratch. Because of Carrington 's complete carelessness, we had fallen several more months behind on our payments and we were only going to continue to fall behind while having to go through this whole entire application process again. Long story short, I sent them a whole new request for mortgage assistance packet with all new bank stubs, pay stubs, etc. They put me through the same nonsense of claiming they were missing documents, even though I had sent them. This past Friday, XX/XX/XXXX, I received a letter in the mail from Carrington claiming that we did not qualify for the loan modification that we so desperately need and the only thing that we qualified for was " liquidation. '' This does NOT help us in any way, shape, or form. We are NOT going to " liquidate '' anything. My husband has been back to work full-time for a while now and we are perfectly capable of affording our normal monthly payments again ; however, we just need help with getting this past due balance deferred to the end of our loan. Carrington claims that we received a loan modification a year ago ; however, I NEVER even applied for a modification last year. What happened was that Carrington informed me in the spring of XX/XX/XXXX that there was a shortage of escrow, which was NOT the case ; however, they continued to claim that there was a shortage of several thousands of dollars and expected us to pay it. Well, this did NOT fly with me as I knew this was not true and I also read on the Consumer Reports complaints page that Carrington has done this to MANY other customers and not just us. As a result of this, I sent an email of complaint to the CEO of Carrington Mortgage Service, XXXX XXXX XXXX. He did not reply to my first 2 emails, but he finally replied after I sent him a third email ; however, he clearly did not mean to reply to me, but meant to forward my email to someone else within the company and had called me an " XXXX '' in this email that he meant to send to someone else, but clearly accidentally hit reply instead of forward so that it came to me instead of the person he actually meant to send it to. Here is a copy of his response that I received '' " XXXX - This XXXX has been pestering us for at least a month that I can remember, I ca n't even sort out all of the details of what she is referring to any longer. Let 's do two things here - solve whatever the current issue is asap and then get XXXX to offer her a streamline refi at whatever rate will incent her to refinance quickly, then sell the loan on a released basis into the market so that we are no longer dealing with her. Please let me know your thoughts. BR '' Obviously, I was furious. I immediately responded and let him know that I did not appreciate being called an " XXXX '' by the CEO of my mortgage company, especially when they are the ones in the wrong regarding this so-called " escrow shortage. '' I almost immediately received a phone call from the the head of the customer advocate department of Carrington, XXXX XXXX. She was very obviously asked to call me to do damage control after XXXX XXXX had called me an XXXX in an email that he did not mean to send to me. Of course, I was extremely angry and told XXXX XXXX that there was absolutely XXXX excuse for what had happened and how incredibly unprofessional that was. I told her that I was even contemplating taking this to the news media. She told me that she was going to come up with a solution for me to " make everything better. '' She later contacted me and told me that they had successfully " gotten rid '' of the escrow shortage and claimed that it was sort of modification, even though I NEVER even applied for it, never even asked for a modification, and never even knew I was getting one. They just somehow, on their own without my knowledge " got rid of, '' as XXXX XXXX worded it, the escrow shortage. I NEVER, EVER went through any sort of a loan modification process. Like I said, I never even asked for one and never sent in any applications or any other documents. They did this all within the matter of one day, just as a way of doing damage control for what their CEO had done. Now, when we actually NEED a modification due to a temporary hardship caused by a very serious medical issue resulting in a temporary significant reduction in household income, we are being refused one. I have a USDA guaranteed home loan, and I know that there are special loan servicing guidelines that can be utilized to obtain a loan modification and there was absolutely zero indication on the letter that I received from Carrington on Friday that this special loan servicing was utilized. It is very clear that Carrington Mortgage has failed to follow the provisions of mortgage servicing as required by RESPA.
12/19/2017 Yes
  • Mortgage
  • VA mortgage
  • Trouble during payment process
  • FL
  • 34698
Web Servicemember
My loan was originally with XXXX XXXX XXXX starting in XX/XX/XXXX. We refinanced the loan with XXXX XXXX XXXX in XX/XX/XXXX. Up until XX/XX/XXXX, I had always made my payments in the branch. In this seven-year time period, I was never late on my mortgage payment. I 've attached proof validating this claim. In XX/XX/XXXX, I went into my local branch to make my XXXX payment and was informed that my loan was no longer with XXXX XXXX XXXX and they could n't provide me with the information of where it was transferred to. A few days later, I followed up with the rep at the local branch and was told that the mortgage was transferred to Carrington Mortgage and not to worry about the XXXX payment since the transfer just happened. I was given a number to contact them so that I could make my XXXX payment. I contacted Carrington to make my XXXX mortgage payment and was told that there was no record of my loan being transferred to them. I was told that if the mortgage was recently transferred that I had 60 days before the transfer would be completed and not to worry about the XXXX payment. I will be completely honest, I truly thought that since everything was being transferred, that there would n't be a payment due for XXXX ; especially since i was informed by two different individuals from two respected companies. Maybe it was in the way that the message was relayed. At no time, up to this point had I received any correspondence pertaining to the transfer of my mortgage. In XXXX, I made my first payment with Carrington. I then made my XXXX payment. It was n't until the end of XXXX that I was made aware that my loan was 30 days past due. This was the first time that anyone from Carrington had contacted me to tell me that my loan is past due. I was confused about this phone call because I did n't realize that the payment in XXXX was still due. I informed the rep that I was under the impression that the mortgage would commensurate once the transfer was completed with no payment due in XXXX. The other issue was that I did n't have any available funds to get caught up. I explained everything to the rep and asked if there was anything that could be done to help. I even told her that when I spoke with both XXXX XXXX XXXX and when I tried to make the payment with Carrington, that since I was given the same information, I stated that this came at an awesome time for the holiday. I would like to believe if that was n't the case, Carrington could 've corrected me at that point. She said no that was n't the case and that is not a problem or concern of theirs, and insisted that I immediately make a payment. This conversation also came at an unfortunate time where our daughter had a severe family medical emergency which placed a huge financial strain on my family. It was not until XXXX that we were able to get caught back up on our mortgage, in which Carrington reported a 30-day late payment for the months of XXXX and XXXX. We recently sold our home and are in the process of purchasing a new home. Because of the miss-communications and the timing of my daughters illness, the late payments are effecting my ability to acquire VA financing on our new home. Prior to the sale of our home, I contacted Carrington Mortgage on XX/XX/XXXX, with my new loan specialist via a conference call. After an hour on the phone with them to get to a supervisor, we asked to provide us with any information that they could showing any messages left or contact made with me stating any differently. We were told that multiple letters went out and they could all be found online, including the letter that was supposedly mailed stating Carrington was going to be the new servicer of the loan and the RESPA guidelines that gave me 60 days before things started to be reported. I informed her that there were no such letters online, except for titled Loss Mitigation from ( screen shot attached along with the letter itself ). She stated that the XXXX letter was the same letter mailed on multiple occasions and that everything that is mailed to me is online. I again informed her that there were no other letters, asides from the one, and that I never received anything. I asked her to please review the history of attempts that were made to me and I was told that there were alleged calls made with no voicemails and that the first time that we made contact was in which I mentioned in this complaint. I asked if there was any way to listen to any calls that were had with me and was told that they are not available. I was instructed that the only way that we could dispute this information is to send a request in writing to Carringtons dispute department. I was told that there is a 30-day turnaround time for this request. On XX/XX/XXXX, I faxed the letter to Carrington ( attached ) pleading my case and hadnt heard anything from them within their stated 30-day timeframe. On XX/XX/XXXX, I contacted Carrington since I hadnt heard back. The rep stated that they mailed the info to me to my old address. The rep read the letter to me. The new issue that came up was that claim to have had a conversation with me on XXXX. This was untrue, and I asked the rep why I wasnt told this when I initially called in XXXX questioning the history. She said that she didnt know and could only read us what she had in front of her. I asked who I can speak to in the disputes department and was told that the decision is final and nobody else can help. This is what lead me to this complaint. In my original request, I made a heartfelt request to take into consideration the following : The miscommunication/misinterpretation of the communications with/from XXXX XXXX XXXX and Carrington Proof of payment history, reflected on my credit report showing Ive never been late on a Mortgage payment in my life The fact that at the time this was discovered/ my daughters medical needs put us in an impossible situation That once we were financially able to rectify the situation, we did and have not been late since The fact that this is going to damage the ability to get VA financing on our new home I do not feel that they are being truthful, nor have they been able to provide me with any supporting documentation. Ive asked them to fax me this correspondence twice and to have it mailed back to me. I have yet to receive either. This company has had the worst customer service and will never allow me to speak to anyone in authority to help with this matter.
01/10/2019 Yes
  • Mortgage
  • Conventional home mortgage
  • Struggling to pay mortgage
  • MA
  • 02726
Web
received and email that we will provide below of our response .borrower called and lm for XXXX.another carrington rep called today thats the 3rd different one in one week.the represnative had no real background of the account and was deficient in all written requests made recently and complaints to carrington borrower has not received information on.carrington is trying to hasten the foreclosure by glossing over important legal requests .this is becoming a comedy of errors, carrington needs to appoint one single point of contact.we also have requested non recorded lines which we have been denied, we also seek breakdown of arrearages, that borrower has not received.we have tried to be engaging and work this out amicanly and they seem just to go through the motions and window dressing .below is a sample of 2 email exchanges with this disingenious carrington outfit : To : you ( Bcc ) + 2 more Details FYI BELOW -- -- -Original Message -- -- - From : XXXX XXXX To : XXXX XXXX Sent : Wed, XX/XX/XXXX XXXX XXXX Subject : Re : XXXX XXXX Ms XXXX, I never submitted any modification paperwork as of yet. I did send in a XX/XX/XXXX letter on a payment proposal which carrington does not respond. It seems Carrington has taken position we have incomplete package on file =THIS IS NOT THE CASE.. FROM WHAT BORROWER RECENTLY LEARNED, in response to my XX/XX/XXXX letter .Carrington unilterally opened up a modification queue and stated incomplete documents without ever notifying borrowers. NOT APPROPRIATE PAINTING BORROWER AS NON COMPLIANT. Carrington is trying to make the CASE borrower is not cooperating when this is not the case. BORROWER HAS CORRESPONDENCE, PHONE LOGS AND EMAILS AND OTHER PROOF THAT RUN TO THE CONTRARY. every rep seems not to know whats going on.Carrington is distoting the accurate truthful plethura of past events to haten forecloure and facilitate counteraction in form of 93aand injuntive relief and damages. Also Carrington hired and agent, XXXX XXXX in Massachusetts to taped a note to my property stating confidential but the correspondence had no envelope and the other copy was in the street with my account number and personal information all over it stating Carrington is trying to reach us even though my spouse has been in weekly correspondence all XXXX and XXXX and no represenative stated hold on someone needs to speak with you.i filed a complaint with attorney general office and police department complaint was lodged.Also my spouse who happens to be on title and mortgage and authorized third party has repeatedly asked for non recorded line to speak on for months Also for months after being Carrington was notified by certified mail, email, and phone Carrington disregarded change of address .Also XXXX XXXX Carrington reps decepivness in his dealings back in XXXX and we were given wrong and misleading informationby him. .Those calls were not prefaced as being recorded NOr was any PERMISABLE PERMISSION WAS EVER GIVEN NO WAS THEIR A PHONE DISCLAIMER THEY WERe.carrington can not record us without permissable permission or a disclaimer, Also your reps after verifying socials account number and passwords to vet account was denied information to borrower because my souse failed to answer ridiculous questions about if we are together.seriously? Carrington can not witholfd information on a question like that.numerous letter that create a Carrington as sneaky and disingenious. in closing there seems to be a disingenious, scripted effort and try to distort the ACCURATE PLETHURA OF THE TRUTHFUL EVENTS AND try to portray borrower as non compliantOR IN A BAD LIGHT so Carrington can hasten foreclosure.A perfect example of this is back in XXXX Carrington thought they could threaten foreclosure without updating the Right to Cure as prescribed by law. A modification packet was requested as per your rep advise just on XX/XX/XXXX. Also we see have not received any voicemails from carrington .to the best of my knowledge no one has called from carrington.please stop playing ganes and deal honestly and fairly or we will go into a injumctive relief hearing to thwart any attempt at hostile transfer.Borrower has kept meticulous records of the borderline or possibly 93A unfair business practices which we welcome a judge to decide on.Borrower and borrower rep seeks amicable negotiations and resolution.Borrowers have also filed complaints with CFPB and some are still unanswered In closing, if past performance is indicative of future behavior by Carrington we dont have faith in a process that seems BE BENT IN FAILURE FOR BORROWER.Carrington SEEMs NOT TO HAVE THE CORRECT INFORMATION AND HAVE MADE BORROWER LOOK NEGLIGENT WHEN THE FACTS PURPORT OTHERWISE. -- -- -Original Message -- -- - From : XXXX XXXX XXXX To : XXXX XXXX Sent : Wed, XX/XX/XXXX XXXX XXXX Subject : XXXX XXXX HELLO This message is intended for XXXX XXXX. My name is XXXX XXXX and I am a Home Retention Specialist with Carrington Mortgage Services. Please call me at XXXX. I need to review the paperwork you submitted for your modification. I am here between the hours of XXXX to XXXX Pacific Standard Time. I would appreciate an opportunity to speak with as soon as possible. Thank you 2nd email : To XXXX XXXX Cc mortgageassistance XXXX received a call today that was severley lacking in the facts.we could not even begin discusions into any type of modification nfor he stated he did not have our XX/XX/XXXX letter. why is there not 1 single point of contact? Why are people calling who are refuting receiving documentation sent in by verifiable sources that we can proove was received? Why has no one reviewed rhgis account in depth? why have not we received a breakdown in detail of arrearages to date? why does carrington seem intent to just go through the motions and refuse to answer are bona fide legal requests for information? you sent and email, we called you back today, stop involving others .we already been told we have more than a case under 93 A are you ther single point of contact arrington comes to foreclose under these circumstances borrower taking this to injunctive hearing, carrington we can proove has purported numerous violations regarding this account. please call so amicable negotiations can continue.tired of reps stating we have incomplete packages when we dont, it has only been 3 days since we received modification package. also answer to all ou written r requests Reply
03/13/2020 Yes
  • Mortgage
  • FHA mortgage
  • Closing on a mortgage
  • TX
  • 77095
Web
In XXXX I did a modification loan to bring down my mortgage payments. At the time my loan was with XXXX XXXX XXXX. That loan was later sold to Carrington Mortgage. In late XXXX early XXXX I contacted Carrington to request processing a refinance in order to do an equity cash out. When I called I spoke to XXXX XXXX to start the process. During the time of asking and answering questions I was asked if I had ever refinanced my home. I of course said yes I had done a modification in XXXX. I was then told that amount had to be paid back first and added the end of the original loan and would then be less that amount for the cash out I would receive. I understood and agreed. After several other errors made by Mr. XXXX whom was laid off due to this issue with this account, I finally asked for someone else to help me. I then started working with XXXX XXXX. Everything seemed to be going fine and when I came to closing out the paper work I was then put into contact with XXXX XXXX. When talking with her several other changes where made do to the miss information I had been given by Mr. XXXX. During closing I received my Payoff Statement and it clearly has a line saying " Deferred Pursuant to Loan Modification : {$6000.00} My original Loan principal Balance was {$62000.00} with other charges and the modification being one of them the payoff balance was {$67000.00} I never questioned the amount asked being they are the mortgage company looking up the information to give me. My husband and I closed on the house XXXX of XXXX and received the equity cash out a week after closing. Everything at that point seemed to be fine. On XXXX XXXX I received 3 letter from HUD stating they had never been payed for the Loan Modification I did in XXXX. They said the amount I owed was {$5700.00} and if it wasn't paid I could potentially have my home foreclosed on. On XXXX I sent an email to XXXX XXXX from Carrington Mortgage regarding the letters. She asked me to sen her copies of the letters so I did along with the Payoff Statement from Carrington. On XXXX I again sent XXXX XXXX from Carrington Mortgage an email because I never heard back from her. She responded with an email stating they didn't see any error on their part but I again had her refer to one of the documents I had sent to her on XXXX of the Carrington Payoff Statment On XXXX she emailed me back stating I was right and had even highlighted the line on the Payoff Statement of the payment On XXXX I emailed XXXX XXXX of Carrington Mortgage and asked for the document of payment to be sent to me for my records. On XXXX I again emailed XXXX XXXX of Carrington Mortgage and asked again for the document of payment be sent to me. I never heard anything back again until XXXX when she called me to ask me to call her to discuss the account. I had missed her call at the time so I emailed her that I would call her once I was off of work. When I called her she proceeds to tell me that the loan for HUD was different from the Deferred Loan Modification. I disagreed with her and told her that couldn't be because that was the only time I had processed any modifications. When I asked her what and who was paid the {$6000.00} I was told that was for other fees and penalties. She couldn't explain anything more. She told me I could apply to re refinance and go through that entire process again. She had tried to tell me I had been misinformed by XXXX and that XXXX XXXX must of missed the HUD loan. When I said I would not be refinancing anything she then said I would need to contact XXXX XXXX from XXXX XXXX of any questions I had. I emailed XXXX XXXX again on XXXX requesting who was paid the {$6000.00} and that I wanted an itemized statement for that amount. She responded with - refer any questions to XXXX XXXX at XXXX XXXX. Nothing more on that email. Like she was washing her hand of me because she wasn't going to get anymore money out of me. I called XXXX XXXX of XXXX XXXX on XXXX & XXXX leaving messages. When I never heard back I emailed her on XXXX She did call me back but with no information. She said she was going to call her legal team to see what happend. When I talked to her again later that day she told me the legal team at Carrington Mortgage had my file and that I should hear from them by the end of the week. I called HUD on XXXX & XXXX leaving a voice mail to be called back On XXXX @ XXXX XXXX XXXX called me back from HUD. He explained to me that the loan had not been payed off. I told him what information I had on my Payoff Statement from Carrington for the amount of {$6000.00}. He said first of all that was a red flag because the amount is only for {$5700.00} and because it is a government loan there is no interest or penalty fees. XXXX then proceeded to inform me that the file was turned over to the Treasury Department on XXXX XXXX I called and spoke to XXXX at the Treasury Dept on XXXX she informed me that do to them gaining the file a 30 % fee was added to the total of the HUD Loan and now I had to pay {$7500.00} She did inform me that I could send in a letter to dispute the claim until I could get this taken care of by Carrington Mortgage. I sent in the dispute letter on XXXX I have to ask for an extension on my taxes because if I qualify for any refund the government will keep it. I have lost several hours from work to be able to make the calls and send the emails to try to have someone contact me back On XXXX I sent an email to XXXX XXXX of Carrington Mortgage and XXXX XXXX of XXXX XXXX demanding a call back and a supervisors name and contact information being that I had been asking for that several times already. I had already waited almost 2 weeks for their legal team to contact me and as of that day I still hadn't heard a word. XXXX XXXX did email me back stating she had forwarded my email to her contact person at Carrington Mortgage. Finally on XXXX I received a call from XXXX XXXX of Carrington Mortgage Legal team. He informed me that he had JUST received my file and could I explain to him what was going on. I was livid that I was being told he was just getting the file for the first time after I had been told for 2 weeks they were working on it. I explained what was going on and he said he was going to start his investigation and he would get back to me. He couldn't give me an estimated time frame of how long this could take. I have been dealing with this for 5 months too long.
07/01/2020 Yes
  • Mortgage
  • FHA mortgage
  • Incorrect information on your report
  • FL
  • 32526
Web
There are 2 different issues happening here. The first, is that Carrington Mortgage Services sent me Terms for a Trial Period Plan to agree to that stated that my credit score " MAY '' be adversely affected while in the 3 month program. Their wording is deceptive and alludes to the possibility that it won't affect my credit as long as I keep to the terms I agreed upon. However, they knew they would be reporting adversely because, according to their explanation, since I was still in the trial period, my actual payments never changed and therefore, since I didn't make my actual payment, it was still technically, not paid. It's a Catch 22. They tell you to not pay anything over what they say and then penalize you by reporting you to the credit bureaus, even though you're complying with what they asked! It's insane. Second issue is they are claiming I didn't make my payments for XXXX or XXXX of this year. Both completely untrue. Not only did I make my payment for XXXX, but when I called to make my payment for XXXX, the Carrington Rep told me I couldn't because my TPP didn't start until XX/XX/XXXX. I asked again when I called back in XXXX to make my first payment and was reassured by an agent named, XXXX, that according to the terms, had I made a payment in XXXX it could've affected my ability to participate in the TPP so no worries. I am pasting a copy of what I sent back to Carrington in response to their letter they sent me dated XX/XX/XXXX. This was in regards to my initial complaint I made on XX/XX/XXXX. XX/XX/XXXX To : Carrington Mortgage Services Customer Service Research Department Fax # XXXX Re : Negligent Credit Bureau Reporting To whom it may concern, I have previously written in regarding your reporting practices while I am participating in this loan modification program. Your response dated XX/XX/XXXX is not only inaccurate, its ignoring some incredibly important information. I highly question the capabilities of the person whom you entrusted to do this research because even the most basic of investigations would verify when I called in and when I paid, yet now you are requiring me to prove everything you already have. First point in contention : Your justification for reporting me to the credit bureau by referencing the initial agreement. The initial agreement states, Your credit score may be adversely affected by accepting the Trial Period Plan. It says your score MAY be affected. The word may alludes to the possibility that it may be affected but it also equally means that it may NOT be affected. It was never clearly stated that regardless of my on-time payments and abiding by your rules, you would still be reporting me. Your words, instead, lead one to believe there is a way to NOT have your account reported and there is a possibility it wont. That is a flat out lie and your terms should reflect that instead of giving false hope that credit wont be affected. Had I known that you were still going to report me late to the credit bureaus I would have never accepted this agreement. Why would I? I have been trying to repair my credit and was already nervous about my upcoming bills which is what prompted me to ask for assistance in the first place. I even stated as much on the phone to your rep who talked to me about what options I had back in XXXX. Your attempt to deflect culpability is not going to pass. Second point of contention : You stated in your response that no payments were recorded for XXXX or XXXX. I beg to differ. XX/XX/XXXX I spoke to a representative there at Carrington when I realized my mortgage was still showing as not paid. I discovered then, that my payment had gone up. I had already paid {$450.00} XX/XX/XXXX ( because my previous payment was {$440.00} and change ) so I was deficient by {$55.00} and change. I was told to make up the difference by XXXX XXXX to avoid late fees and reporting to the credit bureaus. I didnt have the money to do it at that moment but once my SSDI check hit my account at the end of the month ( XX/XX/XXXX ) I made a payment for {$560.00} which was posted to my bank account on XXXX XXXX, XXXX. That covered the amount I was deficient in XXXX, plus my XXXX payment. At the end of XXXX, I received the paperwork that I was accepted into the TPP and my payments would start XX/XX/XXXX. XX/XX/XXXX, I called into the call center to ask what my payment should be for XXXX since I had just sent back the documents for the program. I was instructed by your representative, that no payment was due. My program started XX/XX/XXXX, and that no payment could be taken because it could nullify my participation in the program if I made any additional payments ( that is also covered in your terms ). XX/XX/XXXX, I called in and spoke to XXXX, confirmation # XXXX. XXXX confirmed what I was told in XXXX about why I was not allowed to make my payment because my plan didnt start until XXXX. He said I needed to make my payments by phone while program. Thats TWO DIFFERENT CARRINGTON REPS TELLING ME TO NOT PAY XXXX PAYMENT. Please note, in my previous communication, I stated that I made my XXXX payment at the new payment amount plus extra to cover the difference on XX/XX/XXXX for {$560.00}. That was a typo and the date was actually XX/XX/XXXX. As I stated previously, this is a clear violation of terms that your company set out and its surely violating my rights as a consumer. I find it offensive that I am further required to provide documentation to prove my payments were made when you already have that information in your system and it was acknowledged by the Supervisor I spoke with today ( XX/XX/XXXX ). As of the date of this letter, I have already received the XXXX package with my final signatures and sent that back last week. I am requesting you amend my credit report immediately and REMOVE the late payments as I am not late. I have complied with your instructions. I have not retained an attorney yet, but I am taking steps to do so and will continue to proceed if you fail to comply with my request. Your company should be ashamed of taking advantage of your customers like this, especially in a time of need. I would like a full written response to my complaint so I know when this has been handled. Thank you. I am also sending this complaint the Consumer Financial Protection Bureau. Sincerely, XXXX XXXX XXXX XXXX # XXXX XXXX XXXX XXXX. XXXX, Fl XXXX XXXX
05/27/2022 Yes
  • Mortgage
  • Conventional home mortgage
  • Closing on a mortgage
  • WI
  • 54703
Web
This complaint was originally sent to XXXX XXXX XXXX XXXX XXXX, they replied : ( XXXX XXXX acts as the trustee for the Trust but does not service or have the authority to service the Loan. The Master Servicer is the party who is required to service the Loan, which includes, among other things, determining whether to modify or foreclose on or responding to Consumers concerns related to, the Loan. The Master Servicer has advised that any questions concerning such servicing practices related to the Property be directed to XXXX XXXX, SVP-Treasurer, XXXX Mortgage XXXX XXXX XXXX ) I sent an email to XXXX XXXX and she referred me to another person who I was unable to reach and did not contact me regarding this complaint. So I will forward this complaint to XXXX XXXX herself to explain how this could happen? We have been fighting a foreclosure since XXXX. Just to clarify, we have not been in our house not making payments. We have made many payments. Some payments were misplaced or not recorded by servicers. Some errors occurred with a change in servicer -check went to the wrong place. Several checks were returned without explanation. In effort to keep this letter shorter, I am addressing some key points of the past XXXX years. The only time we could freely make payments was after being forced to file bankruptcy to save our home, this is our only debt, we have no loans, credit cards or unsecured debt. We have had XXXX loan servicers in XXXX yrs. Some of these servicers are no longer in business. We have had constant confusion due to the changes in servicers. This includes lost payments, conflicting information, lies told by servicers, constant denials of loan modifications. From guidelines I have read regarding mortgage banking guidelines in place, this is a horrible case of unethical, fraudulent and/or illegal practice. We have a paper trail of proof of this activity. Our current mortgage servicer is Carrington Mortgage Servicing LLC Loan # XXXX We have had sheriff sales scheduled, even when our loan modification was in process or complete but they did not stop the upcoming sale or lied and said this would stop it but it did not. We were denied several loan modifications where they claimed items were missing even if I had proof they were sent. On XXXX HUD intervened and voided one sale from being confirmed due to Dual tracking as we had a completed modification packet. We have had many errors in payments due to a constant change in servicers. We have so many Interest charges and penalties that the amount owed more than the value of our house at this time After filing XXXX XXXX bankruptcy since XXXX servicing unable to trust or help us to work out a solution. The most recent errors by in payments were addressed during bankruptcy in XXXX. The attorneys for XXXX XXXX XXXX ( XXXX ) admitted there were errors in recording payments on our Loan. We had forced lender placed insurance despite the fact we had our own insurance. We had a fire in XXXX lost our wood business shop and tools among many other items. We had all of the paperwork complete and it was submitted to XXXX with no response. The insurance adjuster came to our home to inspect damage after fire and reported this as a total loss and XXXX would be compensated. We have received no compensation or explanation why they just ignored our claim. XXXX and their attorneys XXXX XXXX XXXX XXXX XXXX XXXX ) refuse to discuss this issue or compensate us for the loss. In frustration we sold the home to get free of XXXX XXXX XXXX XXXX XXXX XXXX & Carrington Mortgage service in XXXX We had all paperwork completed on XX/XX/XXXX with buyer. Closing was set for XXXX but then moved to XX/XX/XXXX due to a death in the mortgagers family at the bank. On XX/XX/XXXX, we received a copy of a " Notice of Confirmation of Sheriff Sale of XXXX in our mailbox. The Attorney for XXXX XXXXXXXX XXXX confirmed a previous sheriff sale that we did not know took place. We were deceived by XXXX back in XXXX XXXX. We had completed a request for loan modification. XXXX told us it was a complete packet in XX/XX/XXXX and it was being reviewed in underwriting. We were told by XXXX this modification would stop the sale. Now in XXXX of XXXX -we are ready to close on our sale of our home. XXXX is aware of the home sale and providing documents for our upcoming closing date. We had just had a phone call with the Title Company, myself, and XXXX when they offered help with Covid relief available if we did not want to sell the home, I declined. XXXX did not inform us of a problem with the sale/closing. During this same time period, they are confirming a sheriff sale of XXXX ( XXXX yrs ago ). This is the sale that said was canceled due to complete modification request packet. I have tried to find a record of sheriff sale on XXXX XXXX but can not find one. XXXX Is listed as high bidder and buyer and the foreclosing lender at this sale. Our notification of confirmation of sale ( sent XXXX days before hearing ) arrived after the hearing was finished and we could not attend. WI Stat 846.165 states a 5-day notice. Attorney XXXX signed an affidavit that it was mailed timely but records of United States Postal Service conflict with Attorney XXXX affidavit. USPS recorded a mailing date of XX/XX/XXXX at XXXX pm and arrived at our mailbox on XX/XX/XXXX an hour after the hearing was finished and we lost our home. This was a certified letter incorrectly mailed by sender with signature card still attached. If the law of WI Stat 846.165 had been followed, we could have paid our home loan off in full before the hearing. If the servicer had told the truth about the situation, we could have closed the loan on earlier date. This Servicer misled us, told us lies, withheld the truth and were deceptive to take our home we have lived in for XXXX years. They did not make any effort to assist us in working out our loan, pretended to be helpful in assisting our home sale then deceptively confirmed a sale without our knowledge. Carrington Mortgage took away our chance to pay off the loan and sell the property along with destroying our credit, they did not pay the fire damage with insurance compensation which cost us 3 years of income. They have taken everything from us.
10/05/2018 Yes
  • Credit reporting, credit repair services, or other personal consumer reports
  • Credit reporting
  • Problem with a credit reporting company's investigation into an existing problem
  • Their investigation did not fix an error on your report
  • OH
  • 43551
Web Servicemember
Good afternoon. This information is in rega rds to Carrington Mortgages Services LLC. This has caused significant issues to my current Credit Score because they stated as long as I worked on a modification and provided needed information, my credit score would not be negatively affected. It definitely has been negatively impacted. First, I filed Chapter XXXX in XX/XX/XXXX and this was a 5 year payment plan thus my Chapter XXXX ended in XX/XX/XXXX. I had a very expensive Divorce. During this time frame, Carrington was sold my Mortgage. This Mortgage is also for a rental property I currently own on XXXX XXXX XXXX XXXX in XXXX, OH XXXX. This Mortgage was under my Chapter XXXX. If I would of known what was going to happen, I would of paid it directly as I did my current Mortgage for a property I currently live in at XXXX XXXX XXXX located in the same city and state. Before XX/XX/XXXX, I started contacting Carrington Mortgage and also my Chapter XXXX trustee to make sure all was handled correctly. Meanwhile, Carrington stated I could not pay them directly or get statements until the trustee confirmed that I could. This went on into XXXX. So finally, I asked Carrington to get me a copy of my mortgage statement and to let me know what was due. They then stated I had to fax them a letter stating I wanted all information to come to me moving forward even though my name is on the loan. By the time I was able to receive a Mortgage Statement, they had already filed a Foreclosure with lawyers on my home. Again, example of not giving me due notice or time to even respond legally. I called the lawyer and they admitted this was a mistake but first sign of very bad communication. Meanwhile, I had called numerous times working with them on getting my statement to find out what I owed in XX/XX/XXXX through XX/XX/XXXX. Then they brought up that I could modify the loan and put all I owed back into the load without negatively affecting my credit. Multiple people of Carrington relayed this. So, I consistently had communication issues with them as I moved with purpose to get all information they wanted. I thought this was a great move so I could use this cash to update both of my properties that had been put on hold due to my very large Chapter XXXX payments I made every month. So I am being told that me working on my modification will not affect my credit. Point was to put all I owed back into load which was {$9800.00} at the time due to Chapter XXXX Trustee delays. I had to get their Escalation Department involved since their communication was so poor in relaying what they wanted. This took a few months between XXXX and XXXX. Also, realize they received every modification update I submitted via their on-line portal. By XX/XX/XXXX I received notification about modifying my load as an option. I called Carrington and by XX/XX/XXXX I had submitted my modification paperwork an have letters on that. Then the lack of communication started where they are stating they need documents I had already submitted. This went on until I got the Escalation Department involved. Major delays because they could not communicate that I needed to sign my taxes that were prepared by a professional accountant. They also asked for information not on the long list of documents they needed over time. Thus it was not until XX/XX/XXXX that I got the final paperwork. Then a mistake was made on it and final modification paperwork was not signed by me until XX/XX/XXXX. They then sent me an update in the next 2 days then I sent back next day. Meanwhile, I had discovered they had me late 90 days late on my mortgage payment based on the letter I wrote on XX/XX/XXXX. I am like what is going on here! My credit report now states I was over 90 days late for 4 payments. Not true and not what we agreed too. I am then told to get a hold of their Research Department that handles credit disputes. I said it was very simple, I had been told the whole time my payments were on hold because they had proof I was filing a modification. I filed three letters ( XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX) that I had to fax. I found out they negatively affected my credit by XX/XX/XXXX and had me down for 90 days late. The first statement I was ever able to receive was dated XX/XX/XXXX and I did not receive that until about mid-XXXX. I could not even make payments or get a statement to make a payment until I received their statement to make arrangement for payments so how could I be 90 days late by XXXX? No one from this Research department will speak to me and all they have done is send me form letters with no support on why they currently now have my mortgage 4 months late on my credit report. I now can not get a equity line of credit to do needed updates on both of my homes. My loan is current and continues to be paid on time every month as of XX/XX/XXXX when the first payment was due based on the modification. Thus I am contacting you because a financial advisor of XXXX XXXX recommended I do so. I filed a third letter with Carrington Mortgage with their Research Department. They sent me an update that they were looking into this once again and they should have a response to me by XX/XX/XXXX. I also specifically stated what dates I called and for them to also review these recordings since I was told this modification process would not negatively affect my credit many times by their company or I would of made a payment accordingly. This was my clear understanding. They even had record I had over {$14000.00} in cash in my checking account. Why would I ruin my credit after coming out of Chapter XXXX? That makes no sense. Also, how can I be 90 days late when I could not even received a statement until XXXX because of waiting on the Chapter XXXX Trustee? I do not think Carrington is has handled this situation legally or has done what they communicated they would do and has also not used common sense. With that said, I am very adamant on what I was told. They need to fix what is communicated. They also never gave me notice they would adversely affect my credit but did. In the end, I would like my credit fixed to no payments late. That is my goal and what is fair and with just. Thank you much for your time and energy.
02/07/2020 Yes
  • Credit reporting, credit repair services, or other personal consumer reports
  • Credit reporting
  • Problem with a credit reporting company's investigation into an existing problem
  • Problem with personal statement of dispute
  • TX
  • 76262
Web
To Whom It May Concern : Hello. Our issue and complaint is with Carrington Mortgage Company. My husband and I started having issues with our house payment going through starting in XX/XX/XXXX. My husband asked for the payment of XX/XX/XXXX to be drafted from our XXXX banking account on XX/XX/XXXX instead of XX/XX/XXXX. He did this over the phone with Carrington and XXXX as well. He paid {$30.00} to get the date changed to XX/XX/XXXX. The reason he did this was because we were going to refinance our home with another mortgage company and this was the advice that the mortgage lender gave us since they would be taking over our loan. XX/XX/XXXX came, our account was on auto draft, so we thought everything was taken care of. However, I noticed from our XXXX account that the amount had not been taken out. So my husband and I logged into Carrington immediately on XX/XX/XXXX to see what was going on. We went in and manually paid the amount that was on our account and we were also very confused because the computer was telling us that our next payment was at a later date, but that we still had a current balance to pay off. We know there was some type of technical error with the Carrington Mortgage system. We only have one bank account that we use and out of the almost 3 years we have owned our home, we have never missed a payment with Carrington. Our account number and routing number has never changed. During this time, we had also decided not to go with refinancing our home, because we decided to buy a different home instead. In the process of refinancing or buying a home, of course you want to have a great standing with your current lender. There is absolutely no reason for us to have paid our bill late. A few days later, I noticed that the amount was not pulled out. So we logged into our account yet again to try to see what was going on. When we got in to check our status, we were shocked that our payment hadn't gone through. My husband made the payment of XXXX again on XX/XX/XXXX. This payment finally went through. My husband called to try to figure out what had happened. Carrington did remove the late fee when my husband called and they told us to make a report and fax their department that takes care of these issues explaining what had happened. After my husband had called Carrington to try to figure what was going on, the person that we worked with for buying our new home told us there was a huge drop in our credit ( 70 points ) because Carrington had reported us as making the payment late, even though we have the stubs that showed payment went through and made multiple attempts to pay it. He said the same thing. ( Write a statement of what happened to Carrington as their reporting had really hurt us. ) At this time, I called Carrington to try to figure out what was going on and why they reported us. The representative told me what the issue was and why the payment didn't go through was because there was an extra zero added to our bank account and that the account couldn't be found. Again, we have always had the same account from the beginning of our payments. Also, if this were the case, why would a payment have been accepted in the first place? Why would we have receipt of the payment and why wouldn't Carrington try to resolve this with us before just reporting us as if we hadn't been making attempts to pay our monthly bill. I have to also add that at this time, Carrington 's system was still not working correctly because our XX/XX/XXXX payment didn't come out automatically as it should have. This time I was well aware to look for this since it happened to us in XX/XX/XXXX. While I was on the phone, I verified the number on my checking account to the representative. Let her know that even my autodraft XX/XX/XXXX payment did not go through as it should have and went into the system to manually pay. When looking at the account number and verifying that they numbers were correct in their system, I didn't change a thing. I didn't change one zero, because it was already inputted into the system correctly. I made a manual payment of XXXX on XX/XX/XXXX and this time it went through and I could see that by looking at my XXXX XXXX account as well. Finally, with this Carrington agents advice, I drafted up a letter stating what had happened. My husband faxed it over. We waited to receive information for how Carrington was going to help us resolve this issue. We received information back from Carrington that it was a user error and that they basically were not going to do anything about the issue. We have been faithful in our payments, have been very active in trying to resolve the issue, and feel that Carrington is being extremely unfair. They know we are trying to buy another home and that we have been consistent in paying them for the almost 3 years that we have been with them. After receiving the letter that Carrington w ould do nothing about making a report about this situation, my father and I called into Carrington yesterday on XX/XX/XXXX to try to talk to a person that would rectify the situation. We are not being heard, we are being told this is an issue on our behalf when we clearly know that this is Carrington 's issue, as we have done everything we possibly can to resolve this issue and have spent countless hours on the phone, writing reports, and working to have someone listen to us. The representative that we worked with yesterday told us there is absolutely nothing anyone can do to help us in this situation and she told us there is no way she or a manager is able to change us being reported for this and having it affect our credit. This is why we are now making a complaint to you, as we have tried to work with this company without any resolve or resolution. We are people, yet we are not looked at as people by Carrington and they are hurting us greatly in not being able to buy another home. They know we have been faithfully paying our bill and have the information of all the attempts, yet do not want to help us in repairing the credit they ruined by reporting something that was a system error on their part.
05/30/2019 Yes
  • Mortgage
  • FHA mortgage
  • Struggling to pay mortgage
  • VA
  • 22407
Web
XX/XX/XXXX Dear Consumer Finance Bureau I believe my lender Carrington Mortgage Services has violated federal guidelines and the State of Virginia lending laws and they are using tactics that I think may be predatory lending. I spoke to XXXX at XXXX XXXX, the local HUD-approved Housing Counselor Agency in XXXX. She advised me based on the actions of my lender Carrington Mortgage Services that I needed to involve my local politician HUD, The Consumer Financial Protection Consumer Bureau and BFI with assisting me in saving my home for my XXXX children and me from foreclosure. I believe the lender is using tactics that benefit their best interest by using a process that did not allow me the time needed to sign the modification documents through the trial payment process program. This process has been going on for 2 1/2 years when this could have been resolved with 30 to 45 days on the initial modification agreement in XX/XX/XXXX. I had a unique situation because I was going through a divorce and at the time my wife would not sign the mortgage modification documents to prevent our house from being foreclosed. I explain the situation from the beginning and I requested assistance from the State of Virginia Bureau of Financial Investigation ( BFI ) and the Honorable Senator XXXX XXXX. Our request was simple we needed extra days than the normal 7 days to return the modification documents because my wife was trying to make me lose our home in foreclosure. She was not willing to sign the modification documents so we obtain a court order that required her to sign all mortgage documents relating to the loan. We also provided this court order document to Carrington Mortgage Services. On two occasions the lender refused to work with me to allow more time to go through the court process to get the modification documents signed. Each time the lender told me I had to restart the loan modification process that took 3-6 months and increase my interest rate and my loan payment. On my second modification, we were able to get a court date that was on XX/XX/XXXX. We gave Carrington the court documents showing we could get the modification documents signed if they would not close out my loan until we went to court. Carrington closed out my loan on XX/XX/XXXX, and told me to restart the loan modification process again. I immediately sent a third mortgage assistance package at the beginning of XX/XX/XXXX documents. In XX/XX/XXXX Carrington contacted me and stated they would not approve the trial payment program until I submitted a divorce decree. I advised the lender that I was not divorced and we had not been to court. However, the lender refused to allow me to go through the trial process. I contacted XXXX at BFI and she contacted Carrington with my concerns that my lender misled me and was not acting in my best interest to help me save my home. The following day from when BFI contacted my lender I received a phone call from Carrington stating they would allow me to go through a trial payment program. However when I received the modification documents in XX/XX/XXXX my payment had increased for the third time : the 1st time my mortgage payment was {$1400.00}, the 2nd time my mortgage payment was {$1600.00}, and this time my mortgage payment was {$2000.00}. I was so frustrated that I put my house on the market to sell it. However, I could not sell it because my loan balance is {$270000.00} but with all the lender fees and foreclosure fees, my payoff was about {$310000.00}. The house appraised at {$320000.00} and no one is going to buy the house when its on the auction block for {$270000.00}. So on XX/XX/XXXX, I sent Carrington a loan assistance package asking they allow me to keep my house and to please give me an affordable payment. I had sent 90 % of the loan documents needed and Carrington closed my loan denying it on XX/XX/XXXX, stating I did not provide all the loan approval documents and it was not correctly signed. Therefore I submitted another mortgage assistance package and I sent 98 % of the documents because I was missing the fully ratified divorce decree. Im waiting for the Judges final signature from XX/XX/XXXX, because my ex-wife attorney claimed he forgot to send the divorce decree documents to the Judge to sign until XX/XX/XXXX. Carrington this time denied my loan stating I did not submit the loan assistance package within 37 days of the foreclosure date on XX/XX/XXXX. Please help me, I believe Carrington Mortgage Services tactics was predatory and it did not benefit me as their customer. My lenders actions have violated State and Federal guidelines. It makes no sense to have a process that takes 3 to 6 months, its a longer process that increases my interest rate, loan balance, loan fees and overall time ( in my case 2 1/2 years ) than giving me a few extra days because the circuit court was involved to require my ex-wife who has a severe XXXX XXXX to signing the loan modification documents. My ex-wife wanted to put our XXXX children and myself on the streets. I have a severe XXXX and Carrington actions have caused me XXXX, frustration, increased my XXXX XXXX XXXX, and increased my XXXX pain condition. I have not been able to sleep at night, I been having XXXX XXXX, as well as other health issues and my children have been concerned about losing our house. Carrington has also caused embarrassment by constantly putting my house in foreclosure in the newspaper. This should be illegal for Carrington to do this to a homeowner for over 2 years. Carrington has been fraudulent in responding to BFI regarding their actions and I am asking for a full investigation so this will not happen to other homeowners. I am asking that Carrington give me my original loan modification agreement in which my loan balance was being reduced to {$200000.00} and my monthly payment was {$1400.00}. Sincerely,
02/28/2018 Yes
  • Mortgage
  • Conventional home mortgage
  • Incorrect information on your report
  • KY
  • 40031
Web
On this reported date, XX/XX/XXXX received, XX/XX/XXXX, CARRINGTON MORTGAGE SE, now XXXX XXXX XXXX, inaccurately reported to the Credit Bureau, my loan or account status as : Loan modified NOT under a federal government plan. According to the credit bureau report ( attached file ), YOU'VE CHANGED MY LOAN MODIFICATION WITHOUT my consent!!! This move is illegal and I've filed a complaint with the Consumer Financial Protection Bureau ( CFPB ), Attorney General, XXXX XXXX of The State of California where CARRINGTON MORTGAGE SE and XXXX XXXX XXXX headquarter 's are located. I've also filed a compalint with Attorney General, XXXX XXXX of The State of Kentucky where I live. Both CARRINGTON MORTGAGE SE and XXXX XXXX XXXX have FAILED to honor MY ORIGINAL loan modification agreement ( attached ) with XXXX, the orignal servicer. This credit report is proof that CARRINGTON MORTGAGE SE and XXXX XXXX XXXX have FAILED to honor mortgage servicing rules requiring the old servicer, CARRINGTON MORTGAGE SE to send the new servicer, XXXX XXXX XXXX any information showing the CURRENT STATUS of discussions with the borrower, ME regarding a loan modification, WHICH CARRINGTON MORTGAGE DID NOT DO -- I HAVE NOT SPOKEN TO CARRINGTON nor HAS CARRINGTON TRIED TO CALL ME!!!! and UNDER FEDERAL RULES, the new servicer, XXXX XXXX XXXX MUST also have policies and procedures in place ( WHICH OBVIOUSLY THEY DO NOT HAVE IN PLACE ) to ensure that it HONORS ( WHICH IT HASN'T ) EXISTING loan modification agreements ( attached ). Further violations : On XX/XX/XXXX, according to the NOTICE OF ASSIGNMENT, SALE OR TRANSFER OF SERVICING RIGHTS ( attached & highlighted ) from the old servicer, CARRINGTON MORTGAGE which stated " NOTHING ELSE ABOUT YOUR MORTGAGE LOAN WILL CHANGE '', well obviously this ISN '' T TRUE according to the attached credit bureau reports WHICH STATES : " Loan modified NOT under a federal government plan '' AND " Foreclosure process started ''!!!! This NOTICE OF ASSIGNMENT, SALE OR TRANSFER OF SERVICING RIGHTS CONTAINS NO LOAN NUM BER FOR the new servicer XXXX XXXX XXXX. Secondly, I've received no monthly statements showing what my balance is and what I should pay monthly on my mortgage even though this same NOTICE OF ASSIGNMENT, SALE OR TRANSFER OF SERVICING RIGHTS which contains NO LOAN NUM BER, states " XXXX XXXX XXXX WILL START ACCEPTING PAYMENTS RECEIVED FROM YOU on XX/XX/XXXX. '' Since both you, CARRINGTON MORTGAGE SE and XXXX XXXX XXXX signed an XXXX ; you are both required to follow the guidelines within the Making Home Affordable ( R ) Program Handbook for Servicers of Non-GSE Mortgages, Version 5.2. THE ABOVE IS AN INACCURATE ENTRY ON MY CREDIT REPORT per the Making Home Affordable ( R ) Program Handbook for Servicers of Non-GSE Mortgages, Version 5.2 ; Specifically SECTION 12.2 Credit Bureau Reporting : that states, '' Servicers should report a " full file '' status report to the credit reporting agencies for each loan under HAMP in accordance with the Fair Credit Reporting Act as well as other applicable laws and credit bureau requirements as provided by the Consumer Data Industry Association ( CDIA ). " Full-file '' reporting means that the servicer must describe the exact status of each mortgage it is servicing as of the last business day of each month. '' First of all, Since XXXX XXXX XXXX acquired this loan from CARRINGTON MORTGAGE SE on XX/XX/XXXX and I received the notification in the mail of the transfer, I have not heard from XXXX XXXX XXXX. They have not mailed me my monthly statements showing what my balance is and what I should pay monthly on my mortgage even though the NOTICE OF ASSIGNMENT, SALE OR TRANSFER OF SERVICING RIGHTS which contains NO LOAN NUM BER, states XXXX XXXX XXXX would start to receive payments from me on XX/XX/XXXX. There has been no introduction of a relationship manager to this date. If they did call me, they didn't leave a message. Please mail me my MONTHLY statements, showing what my balance is and what I should pay monthly on my mortgage. If you had consistently mailed me monthly statements, then I would know what to pay and you wouldn't need to make the following inaccuracies : PLEASE CORRECT ON MY CREDIT REPORT ASAP. SINCE YOU HAVE NOT FOLLOWED THROUGH ON THE FOLLOWING, THEN YOU'RE IN VIOLATION OF SECTION 9. Permanent Modification, OF THE Making Home Affordable ( R ) Program Handbook for Servicers of Non-GSE Mortgages, Version 5.2 ; Specifically SECTION 9.4 Re-default and Loss of Good Standing, Paragraph 4. MAINLY this section : " In the event a borrower defaults on the modified loan, the servicer must work with the borrower to cure the modified loan ( YOU HAVE NOT DONE THIS ). If this is not possible the servicer must-evaluate the borrower for any other loss mitigation alternatives, e.g., HAFA ( YOU HAVE NOT DONE THIS ), prior to commencing foreclosure proceedings ( YOU HAVE DONE THIS ). All of the above are VIOLATIONS of the MHA Handbook Version 5.2 SECTION 3 Protections Against Unnecessary Foreclosure ; SECTIONS 2.2 and 3.4 of Chapter II, respectively. Also, this is a VIOLATION of the MHA Handbook Version 5.2, Chapter IV. Home Affordable Foreclosure Alternatives Program ( HAFA ), Specifically SECTION 3 HAFA Consideration that state : '' Borrowers that meet the eligibility criteria for HAMP but who default on a permanent HAMP modification should first be considered for other loan modification or retention programs ( YOU HAVE NOT DONE THIS ) offered by the servicer prior to being evaluated for HAFA. Notwithstanding the foregoing, Consumer Financial Protection Bureau ( CFPB ) Regulations may require a servicer to consider a borrower for HAFA contemporaneously with considering the borrower for HAMP and other home retention options. '' How can this be when XXXX XXXX XXXX HAS NOT tried to work with me per the MHA Handbook Version 5.2 Guide?
04/24/2019 Yes
  • Mortgage
  • VA mortgage
  • Closing on a mortgage
  • FL
  • 34472
Web Older American, Servicemember
My complaint is about getting a loan approval in the refinancing of my home and also getting a Closing Disclosure for the refinancing but then the loan got denied. The company is Carrington Mortgage Services and on XX/XX/XXXX, I received an e-mail from a XXXX XXXX. Her e-mail address is XXXX. In the e-mail there is information that there is a Pre Closing letter from CMS ( Carrington Mortgage Service ) and a Disclosure Cover letter from CMS. These two items did not need to be returned. Then she wrote, instructing us to sign and return the Closing Disclosure. She included a link so we could get to the secure website so we could e-sign and view as well as download the documents mentioned. The Pre-Closing letter congratulates us on our loan being approved. This letter is dated XX/XX/XXXX and is on Carrington Mortgage Letterhead. The Closing Disclosure ( CD ) has as date issued, XX/XX/XXXX, Closing Date of XX/XX/XXXX and disbursement date of XX/XX/XXXX. I read through the CD and all the information agreed with all earlier loan information that we received from the Loan Originator, XXXX XXXX XXXX ( XXXX ) of XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX, ( XXXX ) XXXX, ( XXXX ) XXXX, XXXX, XXXX : XXXXXXXX. I then researched what a CD was and found that the lender had to send the CD at least three days before the signing of the loan documents. Since the disbursement date was XX/XX/XXXX that day would have met the three work day requirement. So on XXXX, XXXX, XXXX when I hadnt heard anything I contacted Mr. XXXX via email and he told me the loan was not done yet and the loan did not get funded. Then on the XX/XX/XXXX he asked me if we have a well or city water. I told him we have a well and he said the VA requires that private wells be tested. He couldnt tell me what to test for so I had to find that out myself by going to the EPA website. I contacted a well testing person and he told me that to get the test results back in three days instead of two weeks would cost {$160.00} on top of the {$220.00} just for the test. Otherwise it would take two weeks to get the results back. Now, we wanted to do the refi to get some funds to do some needed house repairs. We have been in this house for 14 years and it needs paint, inside and out and some of the carpeting is getting worn. On top of that we are raising XXXX granddaughters since their mother was XXXX in XX/XX/XXXX when they were just XXXX and XXXX. The girls father disappeared into the wind so there was no one else to take them. Our daughter had not worked long enough for the girls to get survivors benefits and we made too much money for state aid. I am a retired XXXX XXXX XXXX, I was working a {$10.00} an hour job and my wife worked as an {$8.00} an hour XXXX XXXX. In XX/XX/XXXX the loss of our daughter was too much for my wife and she went on SSDI then in XX/XX/XXXX I ended up going on SSDI due to recurring health problems. So, financially it has not been easy for us and our credit rating is not good. The only real light has been the XXXX girls. They give us no problems and both are 4.0+ GPA students. They are also in the band and this year the band was taking a trip to XXXX XXXX and XXXX. SO we also were going to use some of the proceeds to finish off paying for this trip. It is really the only way we can reward the girls. The cost for the trip was {$1600.00} per student and we had been paying on it for eight or nine months and still owed about {$700.00} per girl. The total amount had to be paid by the XX/XX/XXXX. We explained all of this to Mr. XXXX at the very beginning of our applying for the loan at the beginning of XX/XX/XXXX and he told us that we should be able to complete the financing by XX/XX/XXXX. So, when we got into XX/XX/XXXX I held off paying the XX/XX/XXXX Mortgage payment to XXXX XXXX XXXX, expecting the refi to go through. So, when we got the approval letter and the CD on XX/XX/XXXX with a funding date of XX/XX/XXXX I used the XX/XX/XXXX Mortgage payment to finish paying for the Band Trip. Then we found out about the well testing. However, since we live on a fixed income and get paid at the beginning of the month, by the XXXX of each month there is not much money left, so I had to wait until XX/XX/XXXX to pull the {$390.00} out of our account that was when I made the XX/XX/XXXX payment to XXXX as well and they marked it as 30 days late. However it would not have been late if Carrington Mortgage Service did not reneg on the closing. As I understand from your website the Closing Disclosure is the last step before the signing of the loan paperwork and the disbursement of funds. I wish that was the end of the story but things just went downhill for us financially, after that. The payment to the water tester had to be cash up front and pulling the almost {$400.00} out of our account left our account short. We pay many of our bills by direct withdrawal ( ACH ). When they started hitting the bank many of them caused us to have to pay {$36.00} per NSF and for anything that got returned. So as a result we are now over {$1000.00} in the red in our bank account and Carrington denied our loan ( although they are blaming the VA ) even after showing them that we had no late payments for the previous 52 months. So, we are now just twisting in the wind trying to figure what to do next. I believe that what has been done to us is unconscionable if not illegal. Please give us whatever help you can. I do not know why they played this game but they did. It makes no sense. I was only able to contact Mr. XXXX. I have no idea who he was dealing with at Carrington Mortgage Services or the VA. Additionally, Mr. XXXX told me that the Closing Disclosure and loan approval letter were just preliminary documents however that wording is nowhere to be found on the CD or loan approval letter.
09/26/2018 Yes
  • Mortgage
  • Conventional home mortgage
  • Trouble during payment process
  • WI
  • 54703
Web
We originally purchased our home with a local bank in XXXX. We have been in this home since that time, 26 years. We thought we had run across a wonderful deal when we heard of XXXX XXXX XXXX in XXXX & in XXXX we changed our mortgager to XXXX XXXX. This was trouble from day one. I have been trying to get a loan modification since XXXX. I was a customer of XXXX XXXX XXXX then transferred to XXXX XXXXXXXX XXXX, then to XXXX XXXX XXXX servicing. These were 3 servicers that transferred my loan or bought our mortgage. We were notified until after these transfers were finished but we had no knowledge till after this was done. In XXXX, My husband was facing a XXXX with a long recovery tperiod and I was trying to plan ahead if we should have trouble making our payments due to his recovery time. I talk to XXXX XXXX XXXXXXXX previous to the XXXX to prepare for the worst if it should happen. XXXX XXXXXXXX XXXX gave me instructions on how to get through this rough time and urged us to modify our loan agreement then I followed instructions given by XXXX XXXX XXXX. The instructions did not help me plan for the situation but it led us down a path to being put in foreclosure in XX/XX/XXXX. We fought this foreclosure but then we were again transferred to yet another servicer, XXXX XXXX XXXX. We again faced foreclosure and in XX/XX/XXXX, We got included in a Mass Tort Litigation with XXXX XXXX XXXX XXXX, XXXX after paying {$5000.00} for their service, which we thought would solve all our problems. We received a modification from XXXX XXXX shortly after and made over a year of modification payments starting on XXXX. We called several times to XXXX XXXX in regards to finalize the loan and were told that they could only speak to our attorney We tried contacting the attorney with no news. We received nothing in regards to our loan in the mail in XXXX XXXX. Everything was sent to this attorney that we could not seem to reach by phone. We finally found out that the Law Firm was closed and this attorney was disbarred in XX/XX/XXXX. In XX/XX/XXXX, we then got another notice of a sale date and foreclosure XXXX. We realized at this point our loan had been sold yet again to XXXX. We then sought help from XXXX XXXX, a real estate attorney. We could not negotiate with XXXX and had to file bankruptcy on XXXX to save our home. We then were able to get a Modification from XXXX in XX/XX/XXXX and our bankruptcy was discontinued. We made consistent monthly trial payments for the next year each month never late as we were waiting for permanent loan. In XX/XX/XXXX we figured out that XXXX sold our mortgage to Carrington Mortgage after we received a loan modification agreement from Carrington Mortgage Services. but we were shocked by the numbers of the amounts we owed so we wanted to do more inquiry before signing the document. Our loan did not show credit for any payments made since XXXX and we had 4 years of undocumented payments with no credit to us or acknowledgement that we had made them. They were pushing us to sign the document and we did not agree with the balances shown. We just wanted to negotiate and understand the terms of the loan and come to some agreement so that we could receive some credit for our many payments. Carrington would not negotiate with us or listen to us and just said they were going ahead with foreclosure. We then got a letter dated XXXX that they were foreclosing and a sheriffs sale was set for XXXX. We did not understand as we were not delinquent at this time and our loan was in good standing with XXXX. Carrington told us XXXX no longer exists and they now own our mortgage. So in desperation, We again filed for bankruptcy on XXXX to save our home. We filed for another modification in XX/XX/XXXX. When I asked again if I could negotiate or have someone answer questions regarding payments that were not applied to the loan, Carrington suggested we submit a Customer Service Research Request, I did that on XX/XX/XXXX. In the meantime we started another modification as they told us we had an XXXX sale date. I was so confused at this time, I was not sure what to do but continued on to submit the Customer service claim and also the Modification AGAIN. Then we were told our modification was denied. I am still not sure what they decided on investigation although they sent a letter I do not understand. We now have a sale date of XX/XX/XXXX. We have completed several loan modifications, multiple sale dates, which we have been fighting al this time. We had an independent review and after contacting HUD at one point, our home was sold but HUD made them undo the sale after it was sold. I just want a loan with a fair payment and We have been obstructed from doing so by so many companies. We have had so many foreclosures with sale dates that our legal fees are almost as much as the principal owed. We have more fees owed for interest and late payments that we owe more in fees than the principal owed on the home. We just want to work out a fair deal. This is not a case of us not making payments but to many servicers not communicating or acknowledging payments or blocking us from making them. These fees are unfair and very unclear. I have boxes of documents to prove all of these facts and also checks documented from our local bank proving the checks were cashed and payments were made. Please help us, We have been in this home almost 30 years. Our business is here on the property. We have done everything servicers have asked and there must be a way to make this right. We just want to pay our mortgage. I have boxes of documents to prove all of these facts and also checks documented from our local bank proving the checks were cashed and payments were made.
09/09/2019 Yes
  • Mortgage
  • Other type of mortgage
  • Struggling to pay mortgage
  • TN
  • 38016
Web
In XXXX, I purchased my home under deceptive practices by the lender via a predatory loan. This home was valued at {$130000.00} in XXXX. Using their deceptive practices, they financed the home at an APR of 9.016 % on the first loan amount of {$110000.00} and the second loan amount of {$28000.00} at an APR of 8.842 % unbeknownst to the borrowers. At the maturity of both loans, we would have paid a total of {$410000.00} on a house worth only {$130000.00}. The lenders preyed upon our lack of knowledge and desire to own a home. Our credit scores with all the bureaus were under 600 ranging as low as XXXX. It was never stated to us the devastating financial impact this predatory loan would have on us long term as a middle class family. In XXXX, this house is only worth {$130000.00}. After being in this home for 19 years, I owe more for this home now than I did when I first began. This is because of XXXX XXXX XXXX XXXX XXXX ( trustee ) and Carrington Mortgage Services ( servicer ) as stated in their letter to me dated XX/XX/XXXX. Somehow and somewhere this loan was sold/transferred to XXXX XXXX XXXX/Carrington Mortgage Services and thus began a plethora of problems. Their customer service has been less than deplorable causing me emotional and physical stress to the point that I'm having XXXX everyday in having to deal with them or just the thought of dealing with them. Over a few years, I had several hardships to occur like divorce, loss of income, sick/elderly parents, major housing repairs, and etc. that caused me to be late on my payments. I submitted multiple mortgage assistance applications and was denied. I was forced to add my elderly sick parents to an application and was accused of fraud in submitting supporting documentation for them in which I never submitted. This has been a long and exhausting process of XXXX XXXX XXXX and Carrington Mortgage Services ( CMS ) to take my home to maximize their profit. Since I file the first complaint against Carrington Mortgage Services, I was told by XXXX with CMS on XX/XX/XXXX to send in an appeal to their Customer Research department in which I did on XX/XX/XXXX. Initially when talking to XXXX, I called to check on the status of the mortgage assistance application I emailed on the XXXX. XXXX stated that their home retention department informed me previously that their is fraud on the account and I could not submit any documents and to fax the appeal letter to XXXX. I told XXXX I was told this before and waited the 30 days as home retention stated and at the end of the 30 days, I was told there was no research department to review an appeal. Also, I asked her was she aware that CMS sent me a letter on XX/XX/XXXX telling me to submit another mortgage assistance application. She said no but to send the appeal letter to the research department. Nevertheless, I complied. On XX/XX/XXXX, I spoke to XXXX who stated they received the appeal letter on XX/XX/XXXX and it was under review and that the sale date has been removed while the appeal is under review. I was told to call back weekly to check the status of it. I spoke to XXXX on XX/XX/XXXX, and was told the appeal was still under review and to call back after the XXXX XXXX holiday. On XX/XX/XXXX, I spoke to XXXX and XXXX ( supervisor ) and was told the appeal was denied and the findings were the same that the SSI letter was altered and I could do nothing but reinstate the loan. I called CMS Customer Advocacy and spoke to XXXX XXXX. She said they will have a decision on XX/XX/XXXX regarding my complaint but they could do nothing to stop the foreclosure and the only option was to reinstate the loan. On XX/XX/XXXX at XXXX XXXX, I received a call from Mr. XXXX with CMS asking my intentions for the home. I informed him I wanted to keep the home and he stated to submit a new mortgage assistance application without my parents on it and I would not be denied by home retention to review the application due to fraud. I submitted yet another mortgage assistance application on that same day of XX/XX/XXXX. I called back this morning XX/XX/XXXX and spoke to XXXX. She stated that the mortgage assistance application was sent to home retention and is under review. She said that by Wednesday home retention will let me know if they need any additional documents or will provide me with a decision. At XXXX XXXX, I received a call from XXXX with home retention. I was at work and he stated he would call me back in a few minutes. I left work and called back and spoke to XXXX at around XXXX XXXX. XXXX stated that XXXX was mistaken and he had no idea who Mr. XXXX was as there were no notes about that call. XXXX stated that the advocacy group is reviewing my complaint and will have a decision by XX/XX/XXXX and that no mortgage assistance applications will be accepted or reviewed until that the decision is made and to call back in ten days. CMS has been giving me the run around for months now with different information from different representatives and it is always an excuse for their numerous errors. XXXX XXXX XXXX, CMS, and their law firm XXXX, XXXX, and XXXX, XXXX are working together to underhandedly proceed with foreclosure. They have backdated letters to show that they had sent notice to me but in actuality the date stamped on the envelope show a couple of days later and they have provided inaccurate information regarding my personal identifying information. Their goal is to take this home at all cost as they have requested an extension to buy time to gather documents as they know the foreclosure date is XX/XX/XXXX and will not have a decision till XX/XX/XXXX which is just two days before foreclosure.
05/24/2017 Yes
  • Mortgage
  • Conventional home mortgage
  • Trouble during payment process
  • GA
  • 31917
Web
Today, I called in on behalf of a borrower ( I have a Power of Attorney on record ) to explain how I mistakenly sent an extra mortgage payment meant to be posted at another mortgage company for a different client. I explained that a full payment of {$660.00} for XXXX XXXX was already made two weeks ago and the account was current. The extra {$750.00} payment they received last week was a mistake. It was clearly a mistake because prior payments were {$660.00}. In my effort to make things easier, I proposed that they applied the {$660.00} towards the XXXX payment and simply carry the {$88.00} into XXXX . We would send in the difference next moth so that an entire payment would be applied towards XXXX XXXX payment. I was told they could n't hold any money in suspense and that all monies had to be applied somewhere. And since there were late fees, that is where the overage would automatically be applied. I told her that if it was a small overage ( less than {$1.0 0} ), I w ould be fine with that. But the {$88.00} overage was substantial for this rental property and that it was better used towards XXXX XXXX payment. I was told there was no way to do this and that I would have to make a refund request and wait 17-20 da ys. I spoke to two different people on the matter who both put me on hold to speak to a " supervisor ''. Both told me that I would have to write a letter, attach a copy of my bank statement showing the {$750.00} payment ( to prove the funds cleared ) in order for me to get a refund. With the first woman, I was under the impression that I would get a partial refund. But the second woman told me that I would have to request a full refund. The instructions seemed so unnecessarily bureaucratic. Because of their inconsistent responses and the fact that Carrington Mortgage seemed to be much harsher today than in years past, I called their " Customer Advocacy '' department to find out their thoughts on the matter. The man told me that since it was my mistake that I issued the wrong payment to them, they were entitled to keep the money. Further, because I made the payment by electronic Billpay ( which does not allow for instructions ) the overage would automatically be applied towards late fees. I could not change how the overage was applied. He did not even discuss the full or partial refund option. I cut that phone call short because I could see the conversation was going nowhere and that he was actually being more hostile than the first two women I spoke to! The account was not only current, it was now a month ahead because of the mistaken {$750.00} payment! And yet I was being treated as if the account were delinquent. In my extensive experience with various mortgage companies, people who overpay ( a ccidental or not ) are accommodated fairly. The preference that any overage be applied towards the principal or the following month 's payment ( regardless of late fee status ) is generally an easy process and granted. I did it with XXXX recently and they were really nice about it. It only took three days to get it done. Best of all, it requires no complicated or bureaucratic refund process. Carrington Mortgage has been more accommodating in years past. Current employees are much harsher with its payment policies to the point where I think they are now violating rules of how mortgage payments should be applied. I have never had any mortgage service company " punish '' its customers for overpayment by telling them they need to request a refund and then wait 17-20 d ays for that refund. Also, I have not had any mortgage company " customer advocate '' tell me before that because a customer overpaid by mistake that they are entitled to keep the money AND apply the funds as they see fit. That is wrong. This is not a late situation at all, the account is current. Most consumers do n't have the experience I have in making hundreds of mortgage payments and interacting with dozens of mortgage servicing companies over the last 15 years. Each mortgage servicing companies are somewhat different in the details but most operate in a reasonably accommodating and standard fashion especially in overpayment situations. Problems are usually resolved with a phone call and an adjustment to the account, not the bureaucratic process I am going through now. Carrington Mortgage employees insist that I request a refund which will take 17-20 days. It is either that or be forced to accept that they will take the {$88.00} for late fees which would be better used towards XXXX XXXX payment. This is a rental property where margins are very small and {$88.00} means a lot here which is why we prefer to carry it over to the next month 's payment. The hostile attitude by the " consumer advocate '' was shocking and disappointing. I do n't believe what Carrington Mortgage is doing now is fair or appropriate. I feel it violates ethical rules of conduct for mortgage servicing companies. I base my complaint on my years of managing properties and making mortgage payments on behalf of many clients over the years. I am trying to be flexible in trying to resolve this overpayment issue but the conversations I had has not given me confidence that things will work out well. Even if they do provide the refund, it is still 17-20 days lost where we do n't have access to the money. It could all be so simple if they just let the {$88.00} sit in a suspense account but they do n't permit that anymore.
02/05/2018 Yes
  • Credit reporting, credit repair services, or other personal consumer reports
  • Credit reporting
  • Incorrect information on your report
  • Account status incorrect
  • NC
  • 28544
Web Servicemember
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX XXXX XX/XX/2018 Carrington Mortgage Services : Escalations Team XXXX XXXX XXXX XXXX, IN XXXX Loan Number : XXXX Last 6 of SSN : XXXX Escalations Team, XXXX : I am needing a letter from Carrington stating that I am currently up to date on my mortgage loan and without any outstanding balances ; or late payments. The late payment reported to the credit bureau should have never been reported due to Carrington making a mistake on an escrow analysis. I need this so that my lender can re-score my credit score and allow me to purchase a home. I was told by Carrington that I would receive an email stating this and now I am being told that I wont ; that I must continue to jump through hoops to fix a matter that wasnt my doing. I will take drastic measures to fix this as soon as possible. I am currently living a friends house with a family of XXXX and currently XXXX XXXX in the United States XXXX XXXX ; I don't have the time to weight around for 30-60 days in order to resolve this. Today I find myself in a terrible bind. Back in XXXX, I received a notice about our monthly payments increasing ; Carrington mentioned over the phone that it was due to having two separate insurances. My initial monthly payment was approximately {$620.00} and after your company conducting an escrow analysis it jumped to $ XXXXall values given throughout this letter are approximations, because we don't remember exact amountswhich is a ridiculous amount to pay compared to the homes value. I had set up an automatic payment program through your website to escape the stress of having to do it manually every month. Unfortunately when the money was going to be pulled from the account, there was not enough funds for the payment being request from Carrington ; again due to our monthly payment going up from a mistake caused by you, not I. When I contacted Carrignton, I was told that the monthly payment went up because of our insurance. After going back and forth with multiple Carrington representativeof whom were very disrespectful and incompetenceI found out that this was all caused by your company thinking I had two insurances. I then had to jump through hoops to try and fix an issue your company caused and continuously failed to correct on their own. I contacted my insurance provider on multiple occasions and had her contact Carrington to try and explain to you that I should not be paying this much ; that all you had to so was run another escrow analysis and figure out I only had one insurance. Well as you all ready know, this takes time and while this was occurring I kept paying extra. Back in XX/XX/XXXX your company placed a payment on escrow hold because it wasnt the total amount ; this is absurd and why I am in the this issue today. Once I called I payed all due payments and fees I needed to pay to make my account current. While this was going on I was told by Carrignton that this issue, once resolved, would be easily rectified by them sending me an email stating the mistake and I would also receive some sort of reimbursement by a mailed check or lowering one moths payment for all the extra money Ive payed from your mistake. To date I have not receive a single amount of compensation nor the email needed for me to fix this issue and get it off my credit report. The results of Carringtons mistake has now left mea XXXX XXXX XXXX, with a family of XXXX without a home to live inin a friends house and unable to be approved of a VA loan in order to purchase a home. Today I contacted Carrington once again because my lender asked me to contact you to try and get this email stating your fault emailed to me so that she may re-score my score and qualify for a loan. All I have gotten from your company is disrespectful representatives who have been all but productive and positive about my concern. A repressive by the name of XXXX replied after being asked to transfer me to a superior or supervisor said Ugh nah, nope. This is complete unacceptable and a lack of responsibility on your part as a company who prides themselves for customer care. I have read multiple reviews online about issues like mine and all are just disgusting. I don't know how your company is able to run in this type of environment. Finally, I was able to reached a representative who told my lender over the phone that you guys were at fault and that I have never missed a payment, that it was your fault but my lender needs it in an email with your letter headed stating it from your party. I will contact Consumer Financial Protection Bureau ( CFPB ) and will file a complaint for this matter. Even though your company was responsible for this inappropriate and stressful situation for me then ; when I had to then pay extra money, jump through hoops to get your problem fixed for me. Now I must do the same because you caused this issue, you told me you would send me an email stating I have been up to date on my loan and never caused a late payment on my part. I am an XXXX XXXX XXXX, 11 years in the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and now I have a family of XXXX XXXX in someone elses house because I received orders to move to another station and now can not purchase a home because of your incompetence for lack of a curse word. Please fix this now! Ps : The attached file contains the screen shot of my account with Carrington being current and up to date. Sincerely yours, XXXX XXXX
11/01/2019 Yes
  • Mortgage
  • FHA mortgage
  • Applying for a mortgage or refinancing an existing mortgage
  • TX
  • 78634
Web
Carrington Mortgage Services , LLC has failed to send us monthly statements on our account since they took over in XX/XX/XXXX when XXXX transferred our loan to them. They refused to send us mortgage statements throughout the life of the loan with them. In XX/XX/XXXX we paid Carrington Mortgage Services , LLC a double payment for for the months of XX/XX/XXXX and XX/XX/XXXX. In XX/XX/XXXX we actually got a mortgage statement and it said we were 2 months behind and that we never paid for XX/XX/XXXX and XX/XX/XXXX 's payments. I then called them several times and even asked for a manager to call me back. I never got a phone back and I proceeded to call them at least 15 times in XX/XX/XXXX. When I finally got someone on the phone that knew what they were doing, so we thought, that person had said, no, your mortgage is all up to date. Then on XX/XX/XXXX they reversed our mortgage payments that we made in XX/XX/XXXX and never re-applied the payments causing us to be 2 months behind on our mortgage. I called again and they still said we were up to date and that they had also applied someone else 's mortgage payment to our account causing that person to be behind on their mortgage as well. We made another mortgage payment in XX/XX/XXXX without receiving a mortgage statement. When we tried to pay our mortgage in XX/XX/XXXX they sent our payment back with a letter stating that they can not except our payments at this time. I then proceeded to call them back several times through the month of XX/XX/XXXX with no answers to why they sent our payment back, We went ahead and made another payment for XX/XX/XXXX and that payment was sent back to us with the same letter. I called again and still no answers as to why our payments were being sent back. At the end of XX/XX/XXXX we finally had an answer. They said we were in foreclosure because we had not made any payments since XX/XX/XXXX. I sent them all of our checks that they cashed along with our bank statements proving we made the payments. They said there was nothing they could do and they were foreclosing on our house. They never sent us a letter stating that they were starting the foreclosure process, we never got any letters stating that we have a right to speak with their financial counselor, we never received any letters stating the foreclosure is continuing. We went and talked with a lawyer at the end of XX/XX/XXXXbeginning of XX/XX/XXXX to find out that Carrington Mortgage Services , LLC had filed with XXXX County a transfer of the deed and trustee. Our lawyer had tried to talk to Carrington several times throughout the month of XX/XX/XXXX. In XX/XX/XXXX we asked for a re-instatement amount. We were told it would be {$9500.00}. We tried to pay them the money over the phone and by mail and they refused to accept our payment to get reinstated and keep our house. They stated it was to lae to do anything and continued to refuse our re-instatement payment of the {$9500.00} they said we owed. We had no choice but to file a law suite against them to stop the foreclosure. In XX/XX/XXXX Carrington still sold our house at auction even though we had a court order signed by a XXXX County judge to stop the sale of our house. We had tried several times to apply for a loss mitigation claim. We were denied all times. Carrington then moved our case from the Texas state courts to the Federal courts. In the deposition we had with Carrington 's representative in XX/XX/XXXX he admitted at least 4 times that Carrington messed up our accounting and this never should have happened. Those statements were recorded by the fedral court reporter and is on file with the federal courts here in XXXX, TX. In the last 3 years we have tried several times to pay them the re-instatement amount and settleing the case. We've tried going through a mediation with them and nothing was settled at mediation. The mediator then come up with a a mediator 's proposal which we accepted but Carrington denied. We had a federal court date set for XX/XX/XXXX with a jury, but because of the government shutdown it was canceled. We waited and waited to hear something from Judge XXXX XXXX on our new court date. Our lawyer was continuing to try and settle out of court throughout the next few months and he was unable get any response from Carrington and their lawyers. At the end of XX/XX/XXXX we found out the the Judge threw our case out with prejudice, giving Carrington the right to foreclose on us again. Our lawyer filed a reconsideration with the Judge XXXX XXXX on XX/XX/XXXX. Judge XXXX XXXX said no and now Carrington has started the foreclosure process again. We have tried to refinance our house several time since XX/XX/XXXX when Carrington took over, but because they falsely reported to all three credit bureaus that in XX/XX/XXXX our home loan was 100 % paid off causing us to never get a refinance on our home. At this point we just want to keep our house and get away from Carrington but they have made it impossible to do that from day one because of the false reporting to the three credit bureaus. Carrington Mortgage Services , LLC has extremely bad loan practices, refuse to except our payments, they have committed several accounts of federal fraud on our account, several RESPA violations, never applied our monthly payments, never sent us statements and falsely reported to the credit bureaus that our house was paid off causing us to never get away from them and refinance with a new company.
11/01/2019 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • TX
  • 78634
Web
Carrington Mortgage Services , LLC has failed to send us monthly statements on our account since they took over in XX/XX/XXXX when XXXX transferred our loan to them. They refused to send us mortgage statements throughout the life of the loan with them. In XX/XX/XXXX we paid Carrington Mortgage Services , LLC a double payment for for the months of XXXX and XX/XX/XXXX. In XXXX of XXXX we actually got a mortgage statement and it said we were 2 months behind and that we never paid for XXXX and XXXXXXXX XXXX payments. I then called them several times and even asked for a manager to call me back. I never got a phone back and I proceeded to call them at least 15 times in XX/XX/XXXX. When I finally got someone on the phone that knew what they were doing, so we thought, that person had said, no, your mortgage is all up to date. Then on XX/XX/XXXX they reversed our mortgage payments that we made in XXXX and never re-applied the payments causing us to be 2 months behind on our mortgage. I called again and they still said we were up to date and that they had also applied someone else 's mortgage payment to our account causing that person to be behind on their mortgage as well. We made another mortgage payment in XX/XX/XXXX without receiving a mortgage statement. When we tried to pay our mortgage in XX/XX/XXXX they sent our payment back with a letter stating that they can not except our payments at this time. I then proceeded to call them back several times through the month of XXXX with no answers to why they sent our payment back, We went ahead and made another payment for XX/XX/XXXX and that payment was sent back to us with the same letter. I called again and still no answers as to why our payments were being sent back. At the end of XXXX we finally had an answer. They said we were in foreclosure because we had not made any payments since XXXX of XXXX. I sent them all of our checks that they cashed along with our bank statements proving we made the payments. They said there was nothing they could do and they were foreclosing on our house. They never sent us a letter stating that they were starting the foreclosure process, we never got any letters stating that we have a right to speak with their financial counselor, we never received any letters stating the foreclosure is continuing. We went and talked with a lawyer at the end of XXXX beginning of XX/XX/XXXX to find out that Carrington Mortgage Services , LLC had filed with XXXX County a transfer of the deed and trustee. Our lawyer had tried to talk to Carrington several times throughout the month of XXXX. In XX/XX/XXXX we asked for a re-instatement amount. We were told it would be {$9500.00}. We tried to pay them the money over the phone and by mail and they refused to accept our payment to get reinstated and keep our house. They stated it was to lae to do anything and continued to refuse our re-instatement payment of the {$9500.00} they said we owed. We had no choice but to file a law suite against them to stop the foreclosure. In XX/XX/XXXX Carrington still sold our house at auction even though we had a court order signed by a XXXX County judge to stop the sale of our house. We had tried several times to apply for a loss mitigation claim. We were denied all times. Carrington then moved our case from the Texas state courts to the Federal courts. In the deposition we had with Carrington 's representative in XX/XX/XXXX he admitted at least 4 times that Carrington messed up our accounting and this never should have happened. Those statements were recorded by the fedral court reporter and is on file with the federal courts here in XXXX, TX. In the last 3 years we have tried several times to pay them the re-instatement amount and settleing the case. We've tried going through a mediation with them and nothing was settled at mediation. The mediator then come up with a a mediator 's proposal which we accepted but Carrington denied. We had a federal court date set for XX/XX/XXXX with a jury, but because of the government shutdown it was canceled. We waited and waited to hear something from Judge XXXX XXXX on our new court date. Our lawyer was continuing to try and settle out of court throughout the next few months and he was unable get any response from Carrington and their lawyers. At the end of XX/XX/XXXX we found out the the Judge threw our case out with prejudice, giving Carrington the right to foreclose on us again. Our lawyer filed a reconsideration with the Judge XXXX XXXX on XX/XX/XXXX. Judge XXXX XXXX said no and now Carrington has started the foreclosure process again. We have tried to refinance our house several time since XXXX when Carrington took over, but because they falsely reported to all three credit bureaus that in XX/XX/XXXX our home loan was 100 % paid off causing us to never get a refinance on our home. At this point we just want to keep our house and get away from Carrington but they have made it impossible to do that from day one because of the false reporting to the three credit bureaus. Carrington Mortgage Services , LLC has extremely bad loan practices, refuse to except our payments, they have committed several accounts of federal fraud on our account, several RESPA violations, never applied our monthly payments, never sent us statements and falsely reported to the credit bureaus that our house was paid off causing us to never get away from them and refinance with a new company.
05/12/2018 Yes
  • Mortgage
  • Conventional home mortgage
  • Struggling to pay mortgage
  • TX
  • 77381
Web
I have been trying to work out my past payments owed with both XXXX XXXX XXXXXXXX and now XXXX XXXX, to no avail. All I have been asking for is either a re-payment plan or if they could put the payments to the rears so that I can get-back-on-track. Please understand we have lived in this house for 16 years and have approximately 150-200k worth of equity in it. All this came about because I was unemployed for 2 years, and during that time I continued to make my mortgage payments, it wasn't until the end of my unemployment cycle that we began to get behind. I now have a very good job and make a very nice salary that can afford this mortgage without any problems. So back to what has transpired, back in XXXX of XXXX with XXXX XXXX XXXXXXXX ( who was my mortgage holder at the time ), they told me they'd work something out. Then they came back and said to submit to do a loan modification which would roll my past due payments and lower my current monthly payment at the same time. So, we proceeded to do that, submitting tons of forms, bank statements, tax returns etc., only to be told in XX/XX/XXXX that the modification would actually increase my monthly payment. Knowing this was the opposite result they then said to write a letter to not accept this modification and let them re-submit it. I said what if this doesn't change? They told me not to worry at the very least they would do a workout for the past payments. So, on XX/XX/XXXX, we started the process with XXXX XXXX XXXX all over again. Submitting tons of forms, and updated bank statements etc. And we waited to hear back..and waited. During all this time I was paying XXXX XXXX XXXX monthly so that I would not fall further and further behind. At that time, I believe I was almost 3 months behind. In XX/XX/XXXX, we get a letter from XXXX XXXX XXXXXXXX that our mortgage has been sold to Carrington Mortgage and to contact them from this point on. So, I reach out to Carrington and they don't show me at all, they can't find me. So now I call back to XXXX XXXX XXXX I ask how to make a payment in XXXX, where does my modification and or workout plan stand and I am told that Carrington has been forwarded everything but that I need to give them a couple of weeks to get me into their system etc., I then call Carrington and they say basically the same thing. So, I wait and keep calling Carrington until they finally, in XX/XX/XXXX they have me in their system and have assigned me an account number. So, I tell them I know that I am behind and that I was in the process of a possible modification or workout, but in the meantime, I wanted to keep making a monthly payment. I am then told that I can not make a " Partial Payment '' that I have to make the entire past due amount plus the current payments due. I explain to them that this is what I have been trying to do with XXXX XXXX XXXX for almost a year now. I tell them that XXXX XXXX XXXX told me they ( Carrington ) were sent all the paperwork including my current modification papers. They tell me to give them a couple of weeks. I call back in a couple weeks and they tell me to call back in another week. Finally, I am told that they don't have any modification paperwork from XXXX XXXX XXXX and that I need to start the process all over with them. So, in XXXX XXXX, we start all over with Carrington. This process drags into XXXX as they request additional info etc. All this time we are getting further and further behind on our mortgage as they will not allow me to make any payments without paying the entire past due as well. Meanwhile we are now extremely upset and start reaching out to different government agencies and finally, my wife speaks with someone at HARP who recommends we contact XXXX as they will help represent us through this process. He informs my wife that XXXX XXXX XXXX is in a class action suit for this type of behavior. Needless to say, in XX/XX/XXXX Carrington turns us down and says we are ineligible for Unemployment Forbearance Plan, ineligible for CMS Loan Modification and ineligible for a Repayment Plan. But I am eligible for Home Liquidation. XXXX XXXX from XXXX tells me Carrington is wrong and needs to do the right thing here. She contacts Carrington and gets them to agree to allow us to re-apply for a modification, a workout or as XXXX XXXX said they need to Cap the amount owed to the rears of your loan. So, we began the entire process again working through XXXX, again we went back on fourth for months with more documentation, updating bank statements, payroll stubs etc. XXXX XXXX kept in constant weekly contact and told me she thinks they will do the right thing as I was unemployed for 2 years, so I certainly qualify, at the very least, for them to differ the amount owed to the end of my loan. However, on XX/XX/XXXX, they denied us again exactly as before. XXXX XXXX could not believe it and has told me to appeal, but to also reach out to your organization for any assistance you may be able to lend. I do not want to lose my home, I have too much equity and wonder is that why they are doing this to me? To get the equity? I am facing having to borrow from friends and family to save my house and ultimately my equity. I make a good living and can afford my home, I just need help to get the past back on track. Please let me know if you can help. Thanks, XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX
10/30/2018 Yes
  • Mortgage
  • FHA mortgage
  • Struggling to pay mortgage
  • AZ
  • 85335
Web
XX/XX/XXXX - Called phone number listed on letter Called and spoke with representative to advise I was calling in about the Conditional Approval Letter stating for me to call and be advised of my Options. Also discussed letter that stated I will need to let them know which option I would like to pursue by XX/XX/2018. Representative advised options would be pay full amount of past due, short sale or deed in lieu of foreclosure. I advised Representative that I would decide which option and call the next day on XX/XX/2018 to let them know which options I want to pursue. Representative said okay and we discussed per the letter I had until XX/XX/2018. Called back on XX/XX/2018 to discuss each option in detail. Was advised by Representative that my home went into auction the prior day, which per the conditional approval I had to respond by XX/XX/2018 to pursue either pay full delinquent amount, short sale or deed in lieu. So, by Carrington allowing the foreclosure to proceed before the date listed on the conditional approval letter they didnt allow me as the homeowner to pursue either one of the options. I was in total disbelief and also could not understand why when I submitted my application for the loss mitigation they didnt take in account my unemployment. Which was one of the reasons selected on the application for my reduction in income. I worked at XXXX XXXX XXXX for 7years, which was my primary income. Then I lost my job at the beginning of the year, and started receiving unemployment. The representative was very insensitive and just kept stating the house was sold yesterday at auction and couldnt give me an answer on why the Conditional approval letter stated I need to respond by XX/XX/2018 but my house still went into auction prior to that date. After not getting a resolution I asked to talk with the Loss Mitigation Department to talk with them as to why when they reviewed my application they didnt consider my unemployment. Again this representative was very insensitive and just continued to say your house was sold yesterday at the auction. Then I asked the representative to transfer me back to the Short Sale he stated he couldnt. So, I hung up and called back into the short sale department once again could not get answer as to how this can happen without them allowing me to pursue the options listed on the conditional approval? I then asked to speak with a Manager the representative then stated They are just going to tell you the same thing I said I then said again I would like a manager he put me on hold came back and said a manager was not available. But he would have one call me back, I then stated Im going to pursue legal action. XX/XX/2018 - I waited a few hours no call back from a Manager. I then called back to Short Sale and asked for the number for the Legel/Escalation Department, Representative provided me the phone number. XX/XX/2018 - I then called this department and spoke with XXXX, explained the entire situation again. I explained to her I was interested in either Short Sale or Deed in Lieu but I wasnt given the option because Carrington has allowed my house to go into auction. She was able to see the letter I received and she stated she was contacting another department to have it researched and would call me back. XX/XX/2018 - XXXX called me back and stated she was advised to ask me if I had a buyer? I advised her at that moment I dont but I do still want to pursue the options of either Short Sale or Deed in lieu of Foreclosure. She said well we are still researching my complaint and she would get back with me. XX/XX/2018 - XXXX called me back and said they would not be able to do Deed in Lieu or Short Sale and the House was auctioned on XX/XX/2018 and sold. Which again I explained and went round and round with her pointing out the fact that Carrington did not give me the time listed on the Conditional Approval letter of XX/XX/2018 to use either option. And proceeded to let my home go to auction on XX/XX/2018 which is prior to the date listed on the conditional approval. XX/XX/2018 - I Called XXXX back to ask some fact finding questions - Who is the Third Party that purchased my home? Carrington Mortgage Attorney Info? Where to send Correspondence? Does Carrington has an Executive Office? because at this time I explained to her Im pursing Legal action, since it seems like Carrington was not interested in the fact they didnt allow me the options listed on the Conditional Approval Letter. She stated that she escalated the issue again to her Manager and to give it a few days by XX/XX/2018 to hear back from either herself, her team lead or manager. Over this weekend XX/XX/2018 I received a 5 day notice on my front door from an Investor Company stating they purchased my home at the auction. I will be calling back in on Monday XX/XX/2018 to XXXX and advised at this time I will pursue legal action/lawsuit against Carrington to have the foreclosure rescinded/reversed based on the fact I was not provided either option when the Conditional Approval Letter clearly states to contact Carrington by XX/XX/2018 if interested in the options listed on the letter. Also, the fact that my home was placed in auction before XX/XX/2018 and now I have an investor attempting to proceed with an eviction notice. This practice is a wrongful foreclosure and all options were not exhausted.
07/16/2019 Yes
  • Credit reporting, credit repair services, or other personal consumer reports
  • Credit reporting
  • Problem with a credit reporting company's investigation into an existing problem
  • Their investigation did not fix an error on your report
  • FL
  • 32833
Web
To whom it may concern, I am writing this letter to ask for help with the situation I have been fighting for months now. I would like to start by saying that Ive always fulfilled my obligations under loans and have had an outstanding credit history for more than 25 years. In the months during Hurricane Irma, I was offered a Special Forbearance plan for my home and my land loan that were both serviced by XXXX XXXX XXXX. For the land loan, The Forbearance plan letter of approval was dated XX/XX/XXXX and stated that I was not required to make payments during the period of XXXX to XXXX. My forbearance was a result from a federally declared disaster and along with the arrangement for no required payments, or late charges would be incurred and would not be reported to the credit bureaus. During the first three months, we received a letter dated XX/XX/XXXX from XXXX XXXX XXXX stating that they will place the payments covered under the three month special forbearance into a non-interest bearing balance that I wouldnt have to repay until I pay off, refinance, or default on the loan. On a letter dated XX/XX/XXXX we were approved for an extension of the forbearance plan to cover for the months of XXXX to XXXX of XXXX. This would make the months covered under forbearance XX/XX/XXXX through XX/XX/XXXX. At the end of the Forbearance plan on XX/XX/XXXX I made a regular payment on this loan as instructed by my forbearance terms, to XXXX XXXX XXXX as agreed. XXXX XX/XX/XXXX, the same date, a loan modification application was sent to me which I was to fill out and return back to XXXX XXXX XXXX by XX/XX/XXXX. I received a notice shortly after that by XXXX XXXX XXXX stating that the servicing of my loan will transfer to Carrington Mortgage Services , LLC beginning XX/XX/XXXX. It also stated until that date the account will continue with XXXX XXXX XXXX until XX/XX/XXXX. I had returned the loan modification application back to XXXX XXXX XXXX signed XX/XX/XXXX and received by them on XX/XX/XXXX. On the next day, XX/XX/XXXX, a notice that the application was received and would be reviewed was provided. After phone calls to XXXX XXXX XXXX the loan modification was said to be sent to Carrington Mortgage for finalization and that payments were to resume with Carrington Mortgage. On XX/XX/XXXX Carrington Mortgage was still in the process of receiving the full account documents and I was told not to make any payments until all documents were transferred which would include any loan modification and forbearance arrangements. The loan paperwork was to be fully in Carrington Mortgage system on XX/XX/XXXX according to the conversations we had over the phone. During conversation with Carrington Mortgage loan department representatives I was told I was behind six months of payments and that if I didnt want to lose the land I needed to make a payment of {$2200.00} upfront and the next 3 months thereafter {$690.00}. I was confused at this and went back and forth with XXXX XXXX XXXX and Carrington to make sure that the paperwork of forbearance and loan modification was submitted to Carrington Mortgage. After more back and forth, Carrington Mortgage stated that they had made a payment plan for me to avoid me losing the land, I would have to follow through with payment plan. I was afraid of losing the land, although I didnt understand why they had not honored my forbearance plans and previous arrangements on this loan. On XX/XX/XXXX I made the payments to Carrington Mortgage for the amount of {$2200.00} in XX/XX/XXXX and {$690.00} on each month thereafter which included XXXX, XXXX, and XXXX of XXXX. During that time an offer to pay the loan for a lesser amount of {$70000.00} was offered to me and I sent the funds on XX/XX/XXXX. At the time I was not aware that I was considered delinquent on this loan or at risk of foreclosure. Following the months after that I began searching for financing to build my retirement home on the land that I have been planning for years, because of the necessary accommodations and accessibility that my built home will provide for my XXXX. It was for the first time made aware to me that XXXX XXXX XXXX and Carrington were reporting my loan is delinquent and late payments overdue for the six months that I was under Forbearance. In addition I was told that the land was considered a short sale after I agreed to pay the amount we agreed upon. Because of that lenders denied my mortgage loan application for new construction loan. I then began the process of disputing these claims with Carrington Mortgage, XXXX XXXX XXXX, and the credit bureaus. XXXX XXXX XXXX stated that they would attempt to resolve their records to the credit bureaus and also submit to Carrington Mortgage that this loan should never have been considered as delinquent because I was under forbearance for the months and that arrangements were in process. I recently received a letter from XXXX XXXX XXXX stated that the account is being reported as having no history of delinquency. This disputing process is currently still taking place as I have disputed numerous times with credit bureaus with no resolution because Carrington Mortgage refuses to provide any resolution to credit bureaus. Im asking for any assistance with resolving this matter.
12/27/2017 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • AL
  • 35620
Web
I am writing due to an error Carrington Mortgage has made on my account for the month of XXXX XXXX or XXXX XXXX ( depending on who you speak with at Carrington ) where they were paid but state they were not. Carrington Mortgage purchased my mortgage from XXXX in late XXXX XXXX and paying my mortgage has been a headache since then. I have spoken to customer service multiple times throughout the years regarding Carrington Mortgages determination that I am one month behind on my mortgage and have been for quite some time ( this has resulted in more than 1 letter of intent to foreclose sent to me, most recent one received only a few weeks ago ). I called about the last letter of intent to foreclose as soon as I received the letter and the customer service representative I spoke with said a payment had been received after the letter had been sent out & I was now only 1 month behind ( I am not ) and told me " not to worry about the letter ''. Huh? Just do n't worry about you guys stealing my home from underneath me?????? I do n't think so. In all of this time, I have never received an adequate explanation as to how I am behind when I have never missed a payment. Prior to last week, nobody at Carrington could even tell me the month I supposedly did n't pay. After speaking with a different customer service representative on XXXX/XXXX/XXXX, it was discovered that the payment made to Carrington Bank in the amount of {$560.00} on XXXX/XXXX/XXXX was never credited to my account although it was taken out of my account by Carrington. I faxed & emailed my issue to the Research Department ( per conversation with the above customer service representative ) on XXXX/XXXX/XXXX. But as I have been told that the research department has 30 days before they even have to look at the complaint, I took additional action because if past experience with Carrington is any indication, they will continue to send threats of foreclosure and state I never paid some imaginary month. I then contacted Carrington Mortgage Customer Advocacy Department by phone on XXXX/XXXX/XXXX as I want to make sure that this is corrected and at this point, after speaking with an extremely unpleasant " customer advocacy '' employee, I was told XXXX payment was never received. The advocacy line employee was very dismissive and condescending and the only advocating that was done was for his employer. When questioned why I am now being told something different than I was told last week, the employee just continued to tell me I did n't pay in XXXX. I was also told by customer advocacy that the research department does not accept calls when I asked for a phone number to contact them directly. I have attached evidence of the payments and would like for this to be corrected immediately as well as removal of any negative marks on my credit report as a result of Carringtons error. I have evidence of EVERY payment made to Carrington and have NOT missed a payment. I am beyond tired of being threatened with foreclosure, hit with additional fees and with wasting my time trying to get this company to fix this problem that they created. Calling them is a waste of time, emailing them is a waste of time and I personally have never dealt with such an inept company .I now pay them via bill pay with my bank because they charge a fee for paying mortgage online or by phone & I wouldnt trust mailing a payment to them to save my soul. I have also discovered at least 4 separate {$20.00} fees charged to my account for expenses due to being a month behind.such as property inspection. I would also like for those fees to be refunded. When this first became an issue, I assumed there was just a mistake but the more that I push for an explanation & attempt to get this solved ... ... .the more difficult Carrington Mortgage becomes. I had requested a detailed statement, after the last foreclosure letter, of every payment Carrington has received from me since they took over my loan, when each payment was received, etc so that I can see where the problem is. The papers they sent me are " gobbledygook '' for lack of a better term ... filled with abbreviations and acronyms and no layman could make sense of it. I have found them to be stalling me at every turn, never telling me the same thing twice, they have consistently made the simple act of just paying your monthly mortgage payment unbelievably difficult AND expensive ... .there is no way to pay your mortgage online or via phone without incurring additional charges ... .every request for paperwork or verification is met with ridiculous amounts of wait time. There is not even a way to actually SPEAK to the research department, which is where you are told to send all complaints about errors. I was literally told by the customer advocacy employee that " they do n't accept calls ''. I will not stop until this is resolved. But what about the customers who are unable to fight this? I firmly believe that Carrington Mortgage is the very definition of a predatory lender and needs to be investigated thoroughly. Paying your mortgage & having it applied correctly should not be a back breaking chore. I have had numerous mortgage companies in the past and have NEVER experienced anything like this.
03/27/2020 Yes
  • Mortgage
  • FHA mortgage
  • Struggling to pay mortgage
  • TX
  • 77355
Web
Today I received another call from a Carrington support representative stating that the documents I provided to show proof of residency were not sufficient, when yet two weeks ago, Virginia, another Carrington representative stating she was with the complaint center, stated that all of my documents sent were adequate. The representative I spoke with this time asked me to submit the same items that had been uploaded to the Carrington document portal again : utility bill and 4506 T form. After I explained that they were already there, she then checked and confirmed they were there and said the underwriter hasn't received a response from the IRS, so I need to provide my tax returns. I explained that I was given the option to provide my tax returns or submit the form 4506-T which I did because I didn't have my tax returns. At this point, she says that I should write a letter of explanation to Carrington stating that I don't have access to the 4506-T forms. Carrington has been very inconsistent throughout this entire process of submitting for assistance with Mortgage Assistance and the Loan Modification process. I am affected as well by COVID-19 and emailed Carrington per the request and submitted the online form on the main site, and as usual have still not received confirmation of submitting the requests. My issue that although Carrington pushes its clients to email and upload documents to their Loan portal, they aren't actively checking the documents that are posted. Each time someone calls me, there story and analysis of what's needed to move my case further is different and then, I am notified, once again that documents have not been received. I am writing a formal complaint to the TX Department of Savings and Mortgage Lending as well and have recorded all calls that have come from Carrington when I sue them for malpractice of resolving and helping its customers with Loan Modification goals. To top if off, I am now asked again, to send a cable bill and a letter of explanation that I don't have access to my Tax Returns, which once more, of course I don't ... I sent the 4506-T to supplement that.Additionally, I have recorded calls with the agents I have spoke with that have given me different story after story on where my file is in the process and the stories are always profoundly different. I will upload the " cable '' bill tonight and I was asked to call back in a week to check the status again, which I am continuing to record calls as this will be sent to the Office of the Attorney General and Legal counsel as well. -- -- - Forwarded Message -- -- - From : XXXX XXXX XXXX To : XXXX XXXX Sent : Wednesday, XX/XX/XXXX, XXXX XXXX CST Subject : Please Help Me - Fw : Mortgage Document Upload I am urgently writing for your time, consideration and attention to a matter going on behind the scenes with your company. I submitted my Mortgage Assistance documents to Carrington, timely, and the office closed my account, even though I have proof as seen in the attached items that my documents were submitted in time. The team assigned to assist me has been rude and not willing to go the extra mile to explain why even though my documents were submitted in time to have a loan modification made, they closed the account on XX/XX/XXXX, when I had my documents in by the XX/XX/XXXX at XXXX. Would someone please call me? I have never seen this before and it's quite embarrassing as I am a lender myself and didn't know that the Carrington Mortgage Assistance team would do such a thing as there's a trust factor that has been broken. In the past before my crisis, I paid my mortgage on time and even made more than the monthly payment. I am getting back on my feet and it's a struggle to be trying to work out a way to pay your mortgage and not getting help from the agents that are supposed to help you stay in your home if you are trying. I wanted to bring this all to your attention so that you would at least have an idea of what goes on behind the scenes in a company that you have invested time, money, your life into. When the Mortgage Assistance team kept saying that they had lost my documents and they weren't received, I sent them screenshots of my documents showing up in the same portal where they had received all of my other documentation in the past, and they kept coming up with more and more excuses, saying that my documents were not submitted on time, which the portal shows that they were. I really just need some help. Would you please help me get an affordable payment? Once I am reestablished, I will be working towards tripling the payments so I can get to the point of not having to have too much left on the mortgage at all. Even though I spoke with XXXX XXXX, a supervisor over the Mortgage Assistance team and she reassured me she would follow-up and help, she is no longer responding to my emails or calls? I am not trying to walk away from my mortgage, I am a hard worker and supporting XXXX children, I am fully capable of recovering from this crisis and just need some help and support to keep a roof over our heads. Thanks so much for your valuable time. Kindly,
10/25/2019 Yes
  • Mortgage
  • VA mortgage
  • Applying for a mortgage or refinancing an existing mortgage
  • PA
  • 17837
Web Servicemember
In XXXX, I was approached by XXXX XXXX saying that my husband and I were perfect candidates for a refinance of our VA mortgage. Our interest rate is currently 5.65 % and they said that we would be able to refinance at 3.5 % interest bringing our payment from almost {$1600.00} a month down to {$900.00} before PITI. I made the gentleman, XXXX XXXX, aware that I am in the XXXX XXXX XXXX in settlements so I familiar with closing costs and such and he assured me that we would not have any out of pocket closing costs and that we would be able to close in 7-10 days with no payment due for 2 months. We had just purchased our home on XX/XX/2018 but Mr. XXXX waited until almost the end of XXXX to inform us that due to VA guidelines we were unable to close until XX/XX/XXXX because we had to own the home 210 days before we were able to refinance. This was after he told us not to pay our XXXX payment because he had the final payoff amount and it would mess up the amount. I immediately paid the XXXX payment and moved forward with our mortgager. ( With a late on my husbands credit ) In mid XXXX, Mr. XXXX began to approach us again saying that all we had to do was get the final paperwork because everything was done and we had the final clear to close so after the 26th we were going to be closed. This NEVER happened. Yet again, he said " don't make your mortgage payment because it will affect the final payoff ''. As I said before, I work in settlements so I know that once the bank has payoff they don't want any other payments so I listened to the broker. Every week, there was an excuse or no communication. We get to XXXX and I am looking at my home owners insurance policy where I notice that our policy amount has increased over {$10000.00} and the name of the mortgager is Carrington Mortgage. ( The new bank ) This was changed in XXXX which I came to find out in XXXX but was never corrected when they found out that we couldn't close on the mortgage. I asked XXXX in XXXX why this was the case and he never responded to me. He did however tell me again that we were going to be closing and that our XXXX and XXXX payments were going to be taken care of. Come XXXX and I find out that Carrington is still listed and we are still not closed on the refinance. I finally told XXXX to forget the refinance, I made XXXX 's payment once I found out that XXXX began the foreclosure process on our home and I spoke to my insurance provider and worked with them to get my original mortgager back on my home owners insurance policy as they were to be as of XXXX. I was also informed that if there were to be a fire or catastrophic event to our home, it would have had to go to litigation to determine who was the rightful mortgager on our home before any policy would be paid to repair the damages on our property. I made XXXX XXXX AND Carrington Mortgage aware of this IMMEDIATELY and told them that I was not only going to notify you but I was filing a complaint with the XXXX, the attorney general and consulting an attorney. XXXX XXXX, the Vice President of Operations for Carrington Mortgage called me personally and said that they only ever had an application for us and said that XXXX was conduction shady business practices and told me to file a complaint with you a month ago which I did. I have since found paperwork that we signed with Carrington that were rate lock papers AND received a denial letter from them right after I told them I didn't want the refinance anymore stating they couldn't give me a refinance because of an incomplete application. When I met with my attorney, he advised that I check my husbands credit score to see how the late payments affected my husbands credit. It dropped my husbands score almost 110 points. I emailed Carrington and XXXX and told them my out of pocket expenses and that they affected my husbands credit dramatically and set my house in to foreclosure and gave them 72 hours to contact me with what they were planning on doing to help us recoup our of pocket expenses. XXXX XXXX from XXXX XXXX called me and told me that he would give me a " Free '' refinance where he would guarantee that my husband would get a 3 % VA mortgage with Carrington and XXXX would get no payment or closing costs so that I would not complain to the CFPB or the VA about the less then honorable business practices. When I emailed him back the next day and told him that I didn't want a loan with Carrington and that I wasn't trying to get free money from anyone, all I wanted were my out pocket expenses he emailed me and told me I was trying to extort money from him and from XXXX XXXX. My husband and I were trying to refinance our home to get a lower interest rate. That's it. If were weren't eligible, they should have been honest and we would have stayed with our current lender. We had never been late before that. Now we have late payments and it looks like we can't pay our bills which isn't the case. These people shouldn't be allowed to do this to hardworking people who just want to stay in their homes. Please help us
07/20/2020 Yes
  • Credit reporting, credit repair services, or other personal consumer reports
  • Credit reporting
  • Incorrect information on your report
  • Account information incorrect
  • FL
  • 32526
Web
NOTE : This is a copy of the complain sent directly to Carrington Mortgage Services. To whom it may concern, I have previously written in regarding your reporting practices while I am participating in this loan modification program. Your response dated XX/XX/XXXX is not only inaccurate, its ignoring some incredibly important information. I highly question the capabilities of the person whom you entrusted to do this research because even the most basic of investigations would verify when I called in and when I paid, yet now you are requiring me to prove everything you already have. First point in contention : Your justification for reporting me to the credit bureau by referencing the initial agreement. The initial agreement states, Your credit score may be adversely affected by accepting the Trial Period Plan. It says your score MAY be affected. The word may alludes to the possibility that it may be affected but it also equally means that it may NOT be affected. It was never clearly stated that regardless of my on-time payments and abiding by your rules, you would still be reporting me. Your words, instead, lead one to believe there is a way to NOT have your account reported and there is a possibility it wont. That is a flat out lie and your terms should reflect that instead of giving false hope that credit wont be affected. Had I known that you were still going to report me late to the credit bureaus I would have never accepted this agreement. Why would I? I have been trying to repair my credit and was already nervous about my upcoming bills which is what prompted me to ask for assistance in the first place. I even stated as much on the phone to your rep who talked to me about what options I had back in XXXX. Your attempt to deflect culpability is not going to pass. Second point of contention : You stated in your response that no payments were recorded for XXXX or XXXX. I beg to differ. XX/XX/XXXX I spoke to a representative there at XXXX when I realized my mortgage was still showing as not paid. I discovered then, that my payment had gone up. I had already paid {$450.00} XX/XX/XXXX XXXX because my previous payment was {$440.00} and change ) so I was deficient by {$55.00} and change. I was told to make up the difference by XXXX XXXX to avoid late fees and reporting to the credit bureaus. I didnt have the money to do it at that moment but once my SSDI check hit my account at the end of the month ( XX/XX/XXXX ) I made a payment for {$560.00} which was posted to my bank account on XXXX XXXX, XXXX. That covered the amount I was deficient in XXXX, plus my XXXX payment. At the end of XXXX, I received the paperwork that I was accepted into the TPP and my payments would start XX/XX/XXXX. XX/XX/XXXX, I called into the call center to ask what my payment should be for XXXX since I had just sent back the documents for the program. I was instructed by your representative, that no payment was due. My program started XX/XX/XXXX, and that no payment could be taken because it could nullify my participation in the program if I made any additional payments ( that is also covered in your terms ). I attempted to pay in XXXX and was refused. LITERALLY REFUSED TO TAKE MY PAYMENT. XX/XX/XXXX, I called in and spoke to XXXX, and paid my first reduced payment, confirmation # XXXX. XXXX confirmed what I was told in XXXX about why I was not allowed to make my payment because my plan didnt start until XXXX. He said I needed to make my payments by phone while program. Thats TWO DIFFERENT CARRINGTON REPS TELLING ME TO NOT PAY XXXX PAYMENT. Please note, in my previous communication, I stated that I made my XXXX payment at the new payment amount plus extra to cover the difference on XX/XX/XXXX for {$560.00}. That was a typo and the date was actually XX/XX/XXXX. As I stated previously, this is a clear violation of terms that your company set out and its surely violating my rights as a consumer. I find it offensive that I am further required to provide documentation to prove my payments were made when you already have that information in your system and it was acknowledged by the Supervisor I spoke with today ( XX/XX/XXXX ). As of the date of this letter, I have already received the XXXX package with my final signatures and sent that back last week. Ive attached the proof you requested, from my bank showing my payments WERE made. I am also requesting ( again ) you amend my credit report immediately and REMOVE the late payments as I am not late. I have complied with your instructions. I have not retained an attorney yet, but I am taking steps to do so and will continue to proceed if you fail to comply with my request. Your company should be ashamed of taking advantage of your customers like this, especially in a time of need. I would like a full written response to my complaint so I know when this has been handled. Thank you. I am also sending this complaint the Consumer Financial Protection Bureau. Sincerely, XXXX XXXX XXXX XXXX # XXXX XXXX XXXX XXXX. XXXX, Fl XXXX XXXX
09/06/2018 Yes
  • Mortgage
  • Conventional home mortgage
  • Trouble during payment process
  • TX
  • 77459
Web
Respected sir! Hope you find this in good health. I want to introduce myself, my name is XXXX XXXX. I know that you are familiar with the word corruption, but I dont think you know how much this disease has plagued many families dealing with Carrington Mortgage Services. My father XXXX XXXX XXXX passed away on XX/XX/XXXX. I called the mortgage on this same day to inform them that he passed away. I asked the representative what information do they need for them to speak with me about my fathers house. She proceeded to tell me they needed a death certificate and a letter showing I oversee his estate. When I received both documents I faxed the paperwork on XX/XX/XXXX at XXXX XXXX. I called on XX/XX/XXXX to make sure they received the paperwork. At which time the customer service rep told me, they had and would document the account. I received some paperwork in the mail about the reinstatement of the account. I called XX/XX/XXXX at XXXX XXXX ( central standard time ) and was forwarded to the lawyer on the case. He told me told me I had until XX/XX/XXXX, before anything was done on the account. Then he preceded to tell me to keep asking for a reinstatement to help give me time to make the payment. I called back on XX/XX/XXXX and asked for another reinstatement to be sent. When I didnt receive the second reinstatement, I called them again on XX/XX/XXXX. On XX/XX/XXXX, Carrington sent a regular monthly statement for the mortgage. I mailed a check for XXXX on XX/XX/XXXX at XXXX XXXX. I have a copy of the check that was sent to the mortgage company. Last Friday, XX/XX/XXXX, I wanted to send the mortgage payment to Carrington Mortgage Services for the total amount XXXX which included the XXXX dollars. I called four times to give the reference numbers for each transaction sent. The first call on XX/XX/XXXX was at XXXX XXXX ( central standard time ), in amount of XXXX dollars and that reference number is XXXX. I spoke the loan department to give them the reference number for the XXXX and was told who instructed to me to only pay XXXX. I told him this was the first call of many. The second transaction for XXXX with the reference number of XXXX and it was called in at XXXX XXXX ( central standard time ). The staff was completely non-cooperative with me, even after I sent he paperwork they asked for last XXXX. I called again before my brother and I made the last two payments through XXXX at XXXX XXXX ( central standard time ) and I was instructed by XXXX they can not accept payment over the phone. XXXX also told me, I was not on the account and I told him about the paperwork I faxed on XX/XX/XXXX at XXXX XXXX ( central standard time ), per their request. How can they speak to me about a reinstatement, but can not speak to me about payments being made? The third and fourth transaction was called in at XXXX XXXX ( central standard time ), the third payment was XXXX with a reference number of XXXX. Finally, the fourth payment was for XXXX with the reference number of XXXX. XXXX XXXX ( XXXX ), visited the house several times under the false pretenses that no one lived in the house. Which was false. My brother has lived in the house since XX/XX/XXXX. A lawyer called today, XX/XX/XXXX, named XXXX XXXX ( XXXX ), and wanted to give me the residuals of a sale no one knew took place. My dads house was never listed to be sold and we were not made aware that a sale would take place on XX/XX/XXXX. We never received any official documents about the house being foreclosed on, such as certified letter. XXXX XXXX ( XXXX ), came by the house today and told my brother he had to vacate the premises. My brother explained to him that we made the full payment on Friday, XX/XX/XXXX. He was very upset about being mislead about what was going on with the house. I called the mortgage company back after speaking to XXXX XXXX and spoke with XXXX. I explained the situation to him and he instructed me to ask for a conference call if they gave me the run around about what they did with the payment. I called at XXXX XXXX ( central standard time ), I spoke to another customer service rep who informed me that he did not have authority to speak to me because I was not on the account. Of course, they gave me the run around! I told him, XXXX ( XXXX ), told me to include him in a conference call. The rep became irate and screamed because I was not giving in. It was at this point, after several minutes on hold, I was transferred to XXXX another lawyer with Carrington. She told that me the payments were not received on Friday because of the holiday. Friday, XX/XX/XXXX, was not a holiday. Which was a lie!! I have proof of every payment and every call that was made or sent through XXXX on Friday. Please investigate the illegal sale of my Fathers house. My father sacrificed and worked hard for his house. It is a terrible injustice what Carrington Mortgage Services did to my family and it makes me wonder how many other families dreams of homeownership have been destroyed. XXXX XXXX XX/XX/XXXX
10/25/2021 Yes
  • Mortgage
  • FHA mortgage
  • Struggling to pay mortgage
  • WA
  • 98248
Web
I am directing this correspondence to you in order to resolve issues regarding our mortgage with Carrington Mortgage Services LLC. The following is a document showing the steps taken by us and by Carrington leading to the eventual Notice Of Trustees Sale. On XX/XX/2021, we submitted a completed Mortgage Assistance Application Form by fax. We note that the first page of the application form reads, We will acknowledge receipt of your application within five business days [ emphasis added ] and let you know if we need any additional information or documentation to complete your application. We responded to Carringtons request for additional records dated XX/XX/2021, by fax on XX/XX/2021. Included in the response were the requested pay stubs. We did not receive any further correspondence from Carrington within the five business day period or since, leading us to believe that our application had been deemed complete. On XX/XX/2021, we called Carrington Customer Service to verify their receipt of our completed application. The service representative indicated that it had been received and was complete and under review. According to the Mortgage Assistance Application, If your loan is delinquent, collection proceedings may continue up to and including any pending foreclosure action ; however, once we are in receipt of your complete loss mitigation application we will not initiate foreclosure action or proceed to foreclosure sale while we consider and evaluate your request. Carrington has failed to provide us with any additional correspondence regarding our application for mortgage assistance as of the date of this letter. On XX/XX/2021, I again called Carrington Mortgage Services at XXXX to talk with a Customer Service Representative. I asked about the status of our Mortgage Assistance Application and to make sure that the required documentation stated on the letter dated XX/XX/2021 was received. The representative informed me that the pay stub for my wife from her work wasnt legible and therefore our application was incomplete and had expired. Our review of the faxed document showed the document to be clearly legible. The representative also informed me that there were more documents still missing from our application, however, no written indication from Carrington of any such deficiency has been provided. The representative indicated that we should submit a completed Form 4506C, bank statements showing paycheck direct deposits from both my wife and me, and a clearer, more defined copy paystub from my wife 's work. The representative indicated that the instructions listing all of the required documentation on the Carrington Mortgage Assitance website have been removed. Carrington did not indicate that these documents were missing in the written request for additional records dated XX/XX/2021, and no subsequent correspondence has been received from Carrington Mortgage Services , LLC . We have made a good faith effort to submit all requested and required documentation in connection with our application for mortgage assistance. Carrington has failed to provide appropriate communication about application status and, according to their own representative, has failed to provide complete instructions on the application form. Carrington Mortgage stated which information was missing from our application. When that requested information was submitted on XX/XX/2021, our application should have been considered complete. Carrington was obligated to halt initiation of any foreclosure proceedings once in receipt of a complete application. Unfortunately, on the afternoon of the XX/XX/XXXX, a representative from XXXX XXXX XXXX XXXX XXXX posted a Notice Of Trustees Sale on our front door. We attached copies of our complete application materials ( previously submitted on XX/XX/2021, and XX/XX/2021 ) along with the newly requested documentation from my phone conversation with a Carrington representative on XX/XX/2021. A completed Form 4506C form was mailed by Certified Mail on XX/XX/2021. On Friday, XX/XX/XXXX, I called Carrington Mortgage Services , LLC to confirm that they had received our newly submitted application, along with all of the required documents. The representative informed me that our application had been reviewed on XX/XX/XXXX. However, the representative informed me that the date at the bottom of the Mortgage application was dated from XXXX and not XXXX the application was denied. At no point during any of the prior phone conversations did the representatives tell us we had to have a current date next to our signatures on that form. I asked him if we could please get that in writing, he said he couldn't. I confirmed with him to make sure that all we had to do was resubmit the application with it dated from XXXX along with the accompanying documents and I was told, " that's correct. '' With his confirmation and my mother as a witness, an updated application was emailed to Carrington Mortgage Services , LLC 's email address ; XXXX.
04/23/2021 Yes
  • Credit reporting, credit repair services, or other personal consumer reports
  • Credit reporting
  • Problem with a credit reporting company's investigation into an existing problem
  • Difficulty submitting a dispute or getting information about a dispute over the phone
  • ME
  • 04444
Web Servicemember
I have a VA Loan with Carrington Mortgage Services , LLC under the above referenced loan number and address. I am under a Loan Forbearance due to COVID through XX/XX/XXXX. Per documentation received, I was advised that I did not need to make payments during the forbearance period but would need to re-start making payments, beginning with the XX/XX/XXXX due date. I was further advised that I would need to make all Trial Period payments for three ( 3 ) months, XXXX, XXXX and XXXX to be eligible for a Loan Modification. Per the correspondence from Carrington Mortgage Services , LLC, I am eligible for a Permanent Loan Modification under the United States Department of Veterans Affairs Modification Program with Carrington Mortgage Services , LLC . This document, as provided, requires that I need to make my payments during this trial period before the end of each month in which the payment is scheduled to be made. The online payment history for my account at Carrington Mortgage Services , LLC verifies that the XXXX and XXXX payments were made by month end and I will make XXXX payment by the end of this month, per the agreement. I have an account with XXXX XXXX XXXX and was shocked to see that my credit score dropped significantly because Carrington Mortgage Services , LLC reported my XXXX payment as over sixty ( 60 ) days late AND that no XXXX payment was made and under violation of the CARES Act. Current reporting on my XXXX Credit Reporting page : Account Current CARRINGTON MORTGAGE SE has reported Positive Activity : Account Current. Financial XXXX XXXX, XXXX What happened? Well done! Your account is now reported as current. It was previously reported as late. You're well on your way to improving your credit health. Source : XXXX Company : CARRINGTON MORTGAGE XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, CA XXXX Phone : ( XXXX ) XXXX Previous Status : LATE Current Status : ACCOUNT CURRENT Balance : {$140000.00} What now? If you haven't already, try instantly raising your FICO Score for free with XXXX XXXX Try XXXXXXXX XXXX You are receiving this alert because your membership includes XXXX credit monitoring & alerts. As reported on my XXXX Account Page : Score Decrease Your FICO Score has decreased by XXXX points. Financial ( This was due to a report of a payment 60 days past due with Carrington Mortgage Services , LLC XXXX XXXX XXXX, XXXXXXXX XXXX took this action in violation of the CARES Act and they are aware of my forbearance status yet unwilling to rectify their illegal reporting, CARRINGTON MORTGAGE SE {XXXX} Balance updated XX/XX/XXXX 1 late payment Account Info Hover over labels for more details Account XXXX Account statusOpen Date openedXXXX XXXX, XXXX Account typeVa Real Estate Loan Paid Off : 23 % Balance on XX/XX/XXXX, XXXXLoan Amount {XXXX} {XXXX} Payment Info StatusCurrent, was past due 60 days Status dateMar XXXX Past due amount- Original loan amount {XXXX} Monthly payment {XXXX Late payments XX/XX/XXXX XXXX XXXX -- -- -- -- - XXXX -- -- -- - On Time 60Days Late -Data Unavailable I have submitted all the information above to Carrington 's Consumer Research Dept. via fax. They confirm that I am under forbearance yet are unwilling to rectify the situation which is clearly a violation of the Law under the CARES Act. Congress passed the Coronavirus Aid, Relief, and Economic Security Act ( CARES Act ) to minimize the impact of the COVID-19 pandemic. The CARES Act places important requirements on companies that furnish information to consumer reporting agencies about consumers affected by the COVID-19 pandemic. The Bureau previously issued a statement informing lenders they must comply with the credit reporting requirements of the CARES Act. Today, the Bureau released FAQs that will help ensure that consumers receive the credit reporting protections required by the CARES Act. The Bureau remains committed to vigorously enforcing all consumer financial protection laws under its jurisdiction, including the FCRA. As noted in the Bureaus Statement, the Bureau will consider the circumstances that entities face as a result of the COVID-19 pandemic and entities good faith efforts to comply with statutory and regulatory obligations as soon as possible. The Bureau will, however, not hesitate to take public enforcement action when appropriate against companies or individuals that violate the FCRA or any other law under its jurisdiction. Carrington Mortgage Services violated the Law under the Cares Act by reporting my payments as delinquent and later changed their report to my account being current. XXXX violated the Law under the Cares Act and downgraded my rating based upon the reporting of delinquencies that are disallowed under the Cares Act. I have contacted both groups and while they recognize the facts and the Law under the CARES Act, both refuse to correct this error. I am asking for enforcement of the CARES Act and that appropriate action be taken against Carrington Mortgage Services , LLC and XXXX
08/27/2019 Yes
  • Mortgage
  • FHA mortgage
  • Struggling to pay mortgage
  • VA
  • 23505
Web
My complaint is with my current mortgage lender Carrington Mortgage. I have tried to work out a payment arrangement because I am not eligible for Loss Mitigation Request. My original loss mitigation request was granted last year in XX/XX/XXXX. I was on a trial payment for 4 months and the Loss Mitigation was granted XX/XX/XXXX. Unfortunately, I became ill from a chronic illness that I have been battling with. I was hospitalized and had to go for treatment on an outpatient basis. During this time, I was upside down with online pay advance lenders and the lenders were deducting their fees from my paycheck. Carrington Mortgage had a representative come to my home in XX/XX/XXXX to advise me to apply for another Loss Mitigation request so I could catch up with my mortgage payments. The first application I submitted was in XX/XX/XXXX, it was denied because I was missing information that was needed for the underwriters to review. I applied again, submitted my papers in XX/XX/XXXX. This time I included both of my sons on the application to show that we were able to make the back mortgage payments within a reasonable time period. XX/XX/XXXX, I had emergency XXXX and was hospitalized for a few days, during that time under heavy medication, I received a call from the Loss Mitigation Department.. a few hours after I was out of recovery and was told that Carrington could not use my youngest sons information because he did not have any bank statements, even though he is paid every week by check. I was giving a deadline of XX/XX/XXXX to provide proof that the {$200.00} he was paying me once a month was deposited into my account. I was released from the hospital and out of work for 5 weeks. I contacted Carrington Mortgage and was told that it would be better that I removed my youngest son as an additional applicant so the application could be processed. I was seeking a payment plan to pay the arrearage and current mortgage. The Loss Mitigation Department denied my request because of my oldest son and my debt to income ratio that included my student loans, medical bills and car payment. I submitted my younger sons paystubs and it was never processed. I was told by the representative that the paperwork was not received by the deadline. I disputed this over the phone and another representative located the paperwork that was emailed 1 day before the deadline. XX/XX/XXXX, I asked that the decision be appealed because the debt to income and payment of arrearage mortgage and current mortgage could have been paid within 6 months if my youngest son 's income was included. I was told that I had to complete another application and in XXXX we were denied again because Carrington Mortgage stated that FHA guidelines would only allow us to catch up 6 months of back and current mortgage. I explained that I could make payments arrangements with my student loan which appeared to be the largest debt. Again I appealed this decision XX/XX/XXXX and was denied. I applied again XX/XX/XXXX and was asked for additional information for both of my sons, this time I provided them with my youngest son 's XXXX account. Additional information was requested and sent on XX/XX/XXXX. Then on XX/XX/XXXX, I was involved in a serious car accident, hit by a driver who was under the influence driving a company 's truck, the other worker who was the passenger died at the scene of this accident. I contacted Carrington Mortgage on XX/XX/XXXX and was told to provide a copy of my insurance who totaled the vehicle out. I also provided information regarding my GAP insurance. I was denied again because now it is nearly impossible to pay the back mortgage and current mortgage within the 6 month time frame that according to Carrington Mortgage FHA will only allow us to pay back mortgage and the current mortgage within a 6 month time frame. I applied for Loss Mitigation again XX/XX/XXXX, explaining my debt to income ratio no longer includes a car payment. Also as a XXXX worker, I can pay a discounted monthly rate towards my student loan. and again explaining that my online loans were settled. and again I was denied for a payment plan. I have lived in my home since XX/XX/XXXX and my family and I do not have anywhere to go! As stated with all of my appeals and refilling for Loss Mitigation assistance if Carrington Mortgage processed my youngest sons income back in XXXX, we would have been able to pay the back mortgage and current mortgage within the 6 month time frame. Instead we are being penalized because the paperwork was not processed nor were we advised properly as to include my youngest son as an additional applicant in XX/XX/XXXX. I understand that I am the one who fell behind in with my mortgage and it is my fault however I want to be able to keep my home and I understand that I am responsible for all outstanding mortgage payments. I filed Bankruptcy in XXXX and decided to keep my home so I do understand my obligation. Please let me know what I can do to save my home.
04/29/2022 Yes
  • Mortgage
  • Conventional home mortgage
  • Struggling to pay mortgage
  • AZ
  • 85015
Web Older American
Historical Synopsis During the Pandemic in XXXX, my monthly payment increase approximately {$56.00} in XXXX and then increased again to {$130.00} in XXXX ( Escrow calculations ). Thus in XX/XX/XXXX, I disputed the Escrow calculations to XXXX and I started paying Principal and Interest only. The Principal and Interest was accepted as payment by XXXX throughout the rest of XXXX. However, XXXX returned the XX/XX/XXXX Principal and Interest payment stating, Total Amount Due is Required in Certified Funds. I tried to pay the Principal and Interest again in XX/XX/XXXX, and that payment was returned to me with a letter stating, The reference loan is in foreclosure and specific approved payment arrangements have not been made... Therefore, I made CFPB Complaint # XXXX. XXXX XXXX was given XX/XX/XXXX, and my Feedback was given XX/XX/XXXX. From approximately XXXX to XX/XX/XXXX, I received threatening monthly Trustee Sale Notices that produced extreme anxiety ( of note : I am XXXX senior widow with XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, and XXXX with outstanding medical debt ). Thereafter I requested and applied for Hardship Assistance, with XXXX confirming application Completion in XX/XX/XXXX. However, XXXX then indicated the Hardship Application was not complete due to incomplete IRS Form ( not relevant to me, I didnt have to file income tax. I showed that fact to XXXX more than once, only low income Social Security ). I believe XXXX used pretext as a reason to not process the application. After back and forth, XXXX finally offered a TPP. I wrote to XXXX outlining my concerns with the TPP in XX/XX/XXXX, but received no response from XXXX. Thus, I made another CFBP Complaint # XXXX. Company Response was given XX/XX/XXXX. My Feedback was given XX/XX/XXXX. After CFBP Complaint # XXXX, XXXX offered me another TPP in XXXX, XXXX. Since CFPB closed the complaint with no action other than being a go-between, I had no option under threat of foreclosure but to gamble with the latest TPP offer. I made the TPP payment ( s ) as required, only to be WAYLAID in the end by XXXX! Adding insult to injury, XXXX XXXX XXXX requires a XXXX XXXX XXXX of {$100000.00}! This Balloon Payment is more than the Prior Principal Balance of {$86000.00}! So let me get this right, I diligently and in good faith pay monthly mortgage payments until the maturity date in XXXX, to then pay a Balloon Payment thats more than prior balance and what the house is worth!?! Shown below are the unconscionable Final Loan Modification terms. Simply put, this is legalized extortion ( I would have made chart but I dont think CFPB data input function allows it ). Current Loan Terms : Interest Rate 4.0, P & I Payment {$430.00}, Escrow {$230.00}, Total Monthly Payment {$660.00}, Contractual Due Date XX/XX/XXXX, Principal Balance {$86000.00}, Prior Deferred Principal {$25000.00}, Prior Total Principal Balance {$110000.00} Modified Loan Terms : Interest Rate 4.5, P & I {$250.00}, Escrow {$160.00}, Total Monthly Payment {$610.00}, 1st Payment Due Date XX/XX/XXXX, Unpaid Amount {$39000.00}, New Principal Balance {$98000.00}, New Deferred Principal {$27000.00}, New Total Principal Balance {$120000.00}, Final Balloon Payment {$100000.00}. Id like to know how XXXX is calculating Unpaid Amount of {$39000.00}. According to the Monthly Mortgage Statement due date XX/XX/XXXX, the amount to bring the loan current is {$17000.00} ( and even that amount includes all sorts of added charges and fees ). According to my calculations, I owe {$12000.00} ( Monthly Mortgage Statement Regular Monthly Payment Amounts from XX/XX/XXXX to XX/XX/XXXX P & I, I paid from XX/XX/XXXX to XX/XX/XXXX ). I have all the Monthly Mortgage Statements and I did the Math. So, {$17000.00} - {$12000.00} = {$4300.00} is an extra amount of charges and fees above the regular payment amount, but {$39000.00} - {$12000.00} = {$26000.00} is quite literally, fleecing a poor XXXX senior citizen. Heck, even XXXX knows how appalling these terms are by providing in capitalized and bold print on the Final Balloon Payment Disclosure a disclaimer stating. DO NOT SIGN ANY LOAN DOCUMENTS IF YOU HAVE ANY OUTSTANDING QUESTIONS ABOUT YOUR LOAN PAYMENTS OR THIS BALLON PAYMENT DISCLOSURE. Further and almost laughable if it werent so stressing, XXXX has the audacity to WRITE OFF a paltry {$65.00}, in Letter H of the Acknowledgement and Preconditions to Modifications. Moreover, XXXX gave me less than 15 days to make this overwhelming Final Loan Modification decision. Hardly time to find a lawyer or contact any other needed resources. Then theyll start Trustee Sale harassment ( s ) again, add more outrageous fees and charges ( in fact they already have a predetermined Trustee Sale date for XX/XX/XXXX, even before this process is completed ). I can provide CFPB copies of the Monthly Mortgage Statements, prior P & I check payments, Prior Loan Modification Terms and Current Final Loan Modification Agreement Terms, if needed.
03/31/2022 Yes
  • Mortgage
  • Other type of mortgage
  • Struggling to pay mortgage
  • CA
  • 91381
Web
*** CAN NOT UPDATE COVID PLAN*** Carrington Mortgage Servicing is the company. This loan is a USDA loan, paid for at inception and good for the life of the loan. It is clearly listed in the HUD closing documents. Carrington aquired this loan and has been denying that fact. 1 year ago they lied to our lawyer and said the loan was not USDA and we did not qualify for any covid protections - we have that in writing. We also tried to streamline refi and they kept telling the loan lady it was NOT USDA. The covid page on their website DOES list it as USDA and that was the only way we were able to get it the covid protections. We also kept making payments but in XXXX ( month XXXX ) they refused to accept any more payments. They kept saying, " If you can pay, you don't need the covid protections ''. They have listed on the monthly statement " You are currently on a Covid-19 Forbearance plan '' outlining all the things they can not do, including " no foreclosure action during the covid-19 forbearance period. DIRECTLY below that is " Please take notice that Carrington Mortgage, LLC has made the first notice or filing required to start a foreclosure ''. Now, I must make a decision on what we want to do when our protections expire- today. I have been trying to update it for a week. There are several issues : 1- WEB ACCESS RESTRICTED I have been trying to update Carrington but the " online covid update '' link is not active on my account. Since the last update in XXXX, where the " update covid '' button was is " We have received your update and will have a written response within 7 days. '' All covid notices direct to the online account to update because " call volumes are heavy ''. 2- PHONE ACCESS IS NEARLY IMPOSSIBLE Carrington will only allow me to speak to a certain department with very limited hours. 3- USDA FORBEARANCE INFO for guaranteed loans is short and simple. It is on their website and CARRINGTON HAS IT ON THEIR WEBSITE under " How we can help ''. " Upon completion of a forbearance period, if the homeowner can resume making regular payments, they will be offered either a reamoritization to incorporate the cost of the missed payments into the remaining monthly mortgage payments or a term extension to defer any missed payments to the end of the loan. If the homeowner is unable to resume making regular payments, they will be evaluated for all available assistance options, including term extensions, capitalization, and a mortgage recovery advance. '' Since the start Carrington has given only 3 options- full reinstatement, full payment in 3 monthly payments and submit a FULL modification packet. THESE ARE CLEARLY NOT THE USDA OPTIONS so, Carrington is trying to deny us the USDA protections we paid for. 4- FORBEARANCE REQUESTED XX/XX/XXXX ( verified on document from Carrington ), online shows XXXX. 5- ANY WORKOUT DENIED In XX/XX/XXXX we turned in a completed mortgage assistance package to Carrington . They came back in 8 business days to say, " We've decided you can not repay the arrearages in 6 months so your only option is to liquidate. '' In case Carrington is trying to keep us from updating our covid plan- in violation of USDA rules and all the covid forbearance rules- Today, XX/XX/XXXX We are updating our covid-19 forbearance plan to the following : Question- Can we resume regular monthly payments? Yes, we can resume NORMAL monthly payments Now Carrington needs to offer us either : A reamoritization to incorporate the cost of the missed payments into the remaining monthly mortgage payments or a term extension to defer any missed payments to the end of the loan. Making note of " they WILL BE offered '' in the USDA text. As soon as we entered forbearance, Carrington did ANOTHER escrow analysis. Our monthly should be under {$800.00}. Carrington doubled it so the " current '' payment is {$800.00} higher than the " regular '' payment. That should be handled as a covid balance- NOT A REGULAR payment. USDA website is very clear about wanting the guaranteed loan people to STAY IN THEIR HOMES IF THEY CAN AFFORD THE REGULAR MONTHLY PAYMENTS. We can. We also have a packet into The California Mortgage Relief Program that was marked as complete and submitted on XX/XX/XXXX. They have contacted Carrington and was added to the 3rd party contacts by Carrington on XX/XX/XXXX. The file is listed today as In review and awaiting info from servicers. The hardship letter in that file also states " We can do well ( as we had ) with the current mortgage payment. '' The link to the CA mortgage help WAS NOT added to my main screen until XX/XX/XXXX when the CA Mtg program contacted Carrington. So clearly, resuming paying the loan is our intention. Carrington 's intentions are to not let us do that. *Please note : we have all documents, screenshots almost daily going back more than a year, as well as having all conversations with Carrington recorded BY ME as well as them.
09/14/2020 Yes
  • Mortgage
  • FHA mortgage
  • Applying for a mortgage or refinancing an existing mortgage
  • CA
  • 92571
Web
Dear CFPB, Recent communication XX/XX/XXXX : I have been writing letters and making phone calls to resolve this issue. Today, I spoke with XXXX/ Sr Rep. # XXXX and XXXX/Corporate Mgr and still I was unable to get a resolution. XXXX reviewed my issue and call me back on XX/XX/XXXX. Her finding was a payment was applied to the principal in XXXX, therefore causing the account go into past due status. XXXX stated she wasnt sure if the company go back to XXXX make the correction. I replied that Carrington need make the necessary correction to the account. I want the account to be corrected, no late fees, and a letter sent to all credit reporting agencies correcting my credit score. She asks for 2 days, XX/XX/XXXX and she will call back with information regarding my request. I have no received a call as of today XX/XX/XXXX. I started writing Carrinton Mortgage Services, LLC in XX/XX/XXXX regarding the change in Escrow assessment increase effective XX/XX/XXXX ; I have been having a problem with Carrington. I want to refine and I am unable to do so because of my credit score changing from XXXX to XXXX. I have attached the Dispute package submitted to Carrington and I have not received an acknowledgement letter of receipt nor a resolution letter. XXXX Letter XX/XX/XXXX Dear Mortgage Company, I am writing to inform Carrington Mortgage Services , LLC, I will be assuming the responsibility of paying my home insurance and property taxes in 30 days ; effective XX/XX/XXXX. The reason due to multiple payment change XXXX decrease and/or increase ). I received a letter in XXXX informing me that my payment will decrease. In XXXX, I did not receive a letter. After, I received a call from Carrington, I when online to retrieve the letter and I was unable to do so. My account was assessed twice in a year. I am asking Carrington to please waive late charges in the amount of {$95.00}. I have enclosed a check for {$310.00} which includes the increase amount and late fees. Please review my accounting below : Month Paid Amt Monthly Increase Amt. Late Amt Due XXXX {$1900.00} {$55.00} $ XXXX XXXX ) {$55.00} XXXX {$1900.00} {$55.00} $ XXXX XXXX ) {$55.00} XXXX {$1900.00} {$55.00} {$47.00} {$100.00} XXXX {$1900.00} {$55.00} {$47.00} {$100.00} XXXX {$1900.00} Total {$9700.00} {$220.00} {$95.00} {$310.00} XXXX Letter XX/XX/XXXX Dear Mortgage Company, After multiple phone calls without any resolution, I am writing again for assistance with my mortgage account. Each phone call with a different representative it seems that 2 of multiple calls were able to provide additional information to find gain resolution regarding the issue with my account. I have attached a copy of the letter mailed on XX/XX/XXXX, and you would see my accounting. I also attached my bank mortgage payment history. Please review and update my account with the necessary corrections/adjustments. Month Paid Amt Monthly Increase Amt. Late Amt Due Delivery Date/Paid XXXX {$1900.00} {$55.00} ( {$47.00} ) {$55.00} XXXX {$1900.00} {$55.00} ( {$47.00} ) {$55.00} XX/XX/XXXX XXXX {$1900.00} {$55.00} {$47.00} {$100.00} XX/XX/XXXX XXXX {$1900.00} {$55.00} {$47.00} {$100.00} XX/XX/XXXX XXXX {$1900.00} XX/XX/XXXX XXXX {$55.00} XX/XX/XXXX XXXX * {$310.00} XX/XX/XXXX XXXX {$1900.00} XX/XX/XXXX XXXX {$1900.00} XX/XX/XXXX XXXX {$1900.00} XX/XX/XXXX XXXX {$110.00} XX/XX/XXXX Total {$15000.00} {$220.00} {$95.00} {$310.00} 3rd Letter Dated XX/XX/XXXX Dear Mortgage Company, Once again, I am writing another letter disputing charges and the mishandling the posting of my mortgage payment. The first dispute letter dated XX/XX/XXXX, I am yet to receive a response too. I have called and returned calls and still I havent gotten a resolution to the issue I stated in the beginning of this letter. In preparing letters I have reviewed the statements received showing that I am past due. According to my bank every payment has been paid. There are multiple payments made and yet to be applied correctly. I have yet to see payments applied where the will show a past due status. Since the sale of my loan to Carrington has had nothing problems. Now my credit score has gone from XXXX to XXXX, because of the mishandling of my payments. I have called and received calls and yet no one seems to have the ability or experience to resolve the issue. I didnt have any problems with XXXX. After reviewing Carrington posting history my payment seems to be all over the place. As I following the fund received there are funds in the suspense column with each payments posted. I would a written explanation. I have also included my bank account printout of payments issued and the date processed ; and all letters and confirmations submitted to reconcile the account. I will be sending a copy all letters to file a formal complaint to all regulatory agencies ; who will investigate Carrington Mortgage Services , LLC and your practices. Thank you, XXXX XXXX
05/20/2019 Yes
  • Mortgage
  • Conventional home mortgage
  • Struggling to pay mortgage
  • WA
  • 99403
Web Older American, Servicemember
We have tried multiple times with Carrington to fix our mortgage issues. We have done everything they have asked of us, yet once we do they turn us down and tell us the best thing to do is a Deed in Lieu. We had {$120000.00} ( according to their BPO they think the amount is {$220000.00} ) in equity when they took over for XXXX, but now have less than {$50000.00} ( according to their BPO they think there is {$150000.00} ) in equity because they have refused payments and continued to run up late fees and foreclosure fees. Our issues began immediately after Carrington Mortgage Servicers took over the loan servicing from XXXX. Servicers were changed because our loan was with XXXX XXXX XXXX and sold to XXXX XXXX. The date our issues regarding this complaint and response to the first complaint began in XX/XX/XXXX and continue to date ; the scheduled auction date is this coming Friday, XX/XX/XXXX. In late XXXX, early XXXX, of XXXX I lost my sight in less than 4 hours. My husband, XXXX XXXX ( XXXX ), eventually contacted XXXX and discussed the possibility of getting a medical forbearance since I had to have several medical tests and see numerous specialists to help save my XXXX. As far as we knew XXXX was reviewing the application when the servicers and investors changed and Carrington became the servicers. Our problems include, but are not limited to ; Duel Tracking by Carrington, refusal to communicate with both borrowers claiming they only have to speak or respond to " the breadwinner '' XXXX and refuse to communicate in any manner with me, XXXX, failure to provide documentation or accurate documentation when requested and with their response to the previous complaint, failure to give the borrowers ample time needed to respond to their decisions involving loan modifications noted on the Exhibits is one decision where the respondent admits there were less than 2 hours between the decision and proceeding with foreclosure and not notifying the borrowers prior to proceeding with foreclosure, several times telling us they will allow a modification if they did what was suggested in each conversation then once completed deny the modification, then telling the us if they would give the modification if we would do something else only to deny it again once the task was completed a blatant run around that lasted until the HARP/HAMP programs ended and started foreclosure the following month after these programs ended. Carrington has repeatedly refused to offer several options that should have been and are available to us and in every conversation, I am told we are allowed only an auction or a Deed in Lieu, no offers to buy would be allowed or reviewed. ( The only time I could talk to anyone was when I answered the phone. ) NOTE : They claimed we didn't have enough income to pay the payments and told my husband I had to file for early SSI so they could accept the loan modification. Filing for SSI limits the amount of money I can make now and in the future and is smaller than it would have been had I been allowed to wait until I was ready to retire in ten years. Once we receive the award letter from SS it was sent to Carrington and we were turned down instead of being approved like they said we would. They then told us that they would continue to refuse to accept our payments so what we were told to do was to pay off all of our debt with that money and we would qualify for the loan modification. Once that was done we provided the information to Carrington and again were told we would no longer qualify. Then they insisted in XXXX that we provide proof of two months checks, two years of tax returns which had to include the proceeding year even though our 1099 's and W-2 's were not ready or required to be sent out and it was not possible. They responded back to us that we " failed to provide requested information '', information that was not possible to provide at that time. After I filed my complaint with the Consumer Financial Protection Bureau, they refused to put the foreclosure on hold while they reviewed and responded to the complaint. In fact, I answered several calls in which they would only talk to XXXX and all communication involving the complaint was emailed to my husband, XXXX, and never to me, the complainant. In fact, I didnt know for some time that they had even responded to the complaint and had to fight to get into the CFPB site to find the complaint and the response so I could review it for accuracy. I found several questionable items and references in their response and their exhibits are referenced but incomplete or missing several important pages. For your information I have numbered all their documents exactly in the order they provided them to you and us ; they are marked Exhibit # 1, 2, 3, etc. The main body of the response has each paragraph numbered so they can be easily referred to when noted in the new complaint.
04/27/2021 Yes
  • Credit reporting, credit repair services, or other personal consumer reports
  • Credit reporting
  • Incorrect information on your report
  • Account information incorrect
  • AL
  • 35805
Web
Carrington Mortgage Services ( CMS ) has placed erroneously negative, inaccurate and incorrect information on my credit files with XXXX, XXXX and XXXX, which is preventing me from obtaining a home loan. I was unaware of this inaccuracy until informed of the same by my new lender on Friday, XX/XX/XXXX. I called the CMS customer service line ( XXXX ) to inquire of the same, and spoke with someone who informed her that I had been more than thirty ( 30 ) days late on my XXXX, XXXX, and XXXX, XXXX mortgage payments, and stating I never even made a XXXX, XXXX payment. As evidenced by my XXXX XXXX account statementsit is clearly evident that I made the following payments, none of which were more than thirty ( 30 ) days late : XX/XX/XXXX Payment Paid XX/XX/XXXX {$1300.00} ( L/C Included ) XX/XX/XXXX Payment Paid XX/XX/XXXX XXXX ( L/C Included ) XX/XX/XXXX Payment Paid XX/XX/XXXX XXXX XX/XX/XXXX Payment Paid XX/XX/XXXX XXXX ( L/C Included ) XX/XX/XXXX Payment Paid XX/XX/XXXX XXXX CMS claims I did not even make a XXXX, XXXX payment and that myXX/XX/XXXX payment was more than thirty ( 30 ) days late. According to my bank statements, I clearly made a XXXX, XXXX payment and my XXXX, XXXX payment/payoff was not late as the payoff of my mortgage, in the amount of {$180000.00}, was WIRED from my attorney 's escrow account on the day I closed on the sale of my home, i.e. XX/XX/XXXX. CMS erroneously reported negative, inaccurate and incorrect information on my credit bureau accounts, and has already caused me to lose a home on which I wanted to offer a contract. CMS also reported an inaccurate and incorrect 30-day late mortgage payment against my credit in XXXX, for which I had to waste my time, energy and effort at that point in providing CMS with documented evidence that I had NOT made a late payment. CMS immediately corrected the same on my credit report. I pulled my credit report again today, XX/XX/XXXX, and it now greatly differs from the credit report pulled on XX/XX/XXXX, in that on XX/XX/XXXX, XXXX reported that I was made five 30-day late payments in XXXX, XXXX, XXXX, XXXX, and XX/XX/XXXX. According to the XX/XX/XXXXreport I pulled today, CMS has changed their tune ( since my attorney 's letters to them on XX/XX/XXXX and XX/XX/XXXX, and since CMS 's response to said letters ) and have changed their reporting to show on XX/XX/XXXX that I had five 30-day late payments in XXXX, XXXX, XXXX, XXXX and XXXX ... completely different from what they had reported in XXXX, XXXX!!! I provided CMS with my bank records, documented proof that I was NOT late on any of those payments!! They changed their reporting AFTER receipt of two letters from my attorney. Their response to my attorney is ludicrous and untruthful, which is evidenced by their having changed the months they claim I was late. The reason they removed XXXX was because of my attorney 's second letter to CMS where he again provided documented proof that it was IMPOSSIBLE for my XXXX, XXXX payment to have been late considering the fact that his office had WIRED the payoff of the entire mortgage on XX/XX/XXXX, for which he received a signed Release of Mortgage dated XX/XX/XXXX. CMS has now simply moved the months back one month each!! This is not correct and they should be dealt with regarding this matter. Pursuant to the CARES Act related to Covid-19, I could have requested assistance with my mortgage ( IF I HAD BEEN BEHIND OR PAYING IT LATE!! ), however, I was never in arrears to have to request assistance pursuant to the CARES Act ; and, as stated. This time, CMS 's errors in negatively impacting my credit report has caused me irreparable damage and harm in that I has lost the opportunity to purchase a home on which I wanted to make an offer. It is not right that CMS can simply add all this erroneous reporting to my credit report. If I made a payment on the XXXX, XXXX, XXXX or the month, I was still NOT 30-days late on a payment as my payments were made via Visa Debit directly from my banking account and credited to my mortgage the very day I made the payments. After having realized that CMS reported me 30-days late five ( 5 ) times, I begin researching and have discovered that CMS is notorious for reporting late payments. I would almost guarantee that any late payments logged were due to the laziness of its employees and logging payments because my bank records sure do show different than CMS records!!! I want my credit report fixed IMMEDIATELY!!! I have " EXCELLENT PAY HISTORY '' since I began rebuilding my credit several years ago after a 12-year period of having no credit. I may have a few medical bills on my credit but I have worked too hard for CMS to erroneously report such lies!! If CMS had not messed up somewhere, it would not have gone back, AFTER RECEIVING MY ATTORNEY 'S LETTERS, and changing the months it claims I was late!! That is simply WRONG!!!
04/29/2018 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • IL
  • 60136
Web
The below information was sent to Carrington Mortgage Company. It will explain everything in detail. Thank you in advance for your assistance. Carrington Mortgage XXXX Attention Research Department & Escrow Department XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX Loan Number XXXX Dear Research/Escrow Department Im writing this letter to dispute the decision of having a shortage reserve fund for my escrow account. When I was speaking to your customer service department they referred to this as a cushion in case my escrow goes up. My loan was recently transferred from XXXX XXXX XXXX and I was never required to have more that what it would cost to cover my homeowner insurance and my property taxes. If the bill increased I would pay the difference and at that point my mortgage payment would increase to make sure the appropriate amount is there for the next billing cycle. I was advised that nothing would change when my loan was transferred over. I understand that my payment terms have not changed but Carrington Mortgage is requiring me to have more than the billing for taxes and insurance having a cushion INCASE the payment goes up. On XX/XX/2018 - I called in and spoke to XXXX, XXXX and a supervisor named XXXX. They all told me that Carrington chooses to opt out in allowing their homeowners not having that cushion and requires it with everyone they said its not required but as they made the decision to make a it this way for every homeowner they service. Well thats already one change from the transfer. For the last 8 years I was not required to have it and now you raise my mortgage payment assuming my bill will increase. ( you dont even have the next bill yet ) 1 ) I advised that if its not a mandatory regulation as stated by XXXX and you chose to opt out, well I as the homeowner should also have the option to opt out. Why should I pay you more than what is needed? All of the funds are placed in a bank account and you as the mortgage collect interest off of our money. I get it, thats one way of making money. If I have to pay you more than the billing just in case then I should receive some of the extra interest that you are making off of my extra funds. I know that this will not happen Im just trying to prove a point. Why give you more than needed. If the bill goes up then either way I will have to pay you. 2 ) XXXX also mentioned on the call that when you pay the property taxes in two parts ( splitting in two ) Carrington gets a discount. I would like to know what is the discount and does this go toward my account or does Carrington keep these funds? 3 ) I did the math with XXXX and by XX/XX/XXXX, you will have enough funds to pay both my full escrow payment that is due on XXXX first as well as my homeowners insurance that is due at the end of XXXX. ( with some left over ) When I make my XX/XX/XXXX payment, you will have over {$800.00} to start my next years escrow account. With this being said how you can already anticipate what my billing is before you even receive it. Based on last years billing I have more than enough to cover all necessary items including PMI. Now, I completely understand if the bill goes up but as of now I dont feel I should give you any more than I should and I should have the right of not paying the difference that you are requesting in my payment change. Im requesting not to have a cushion as I advised your customer service representative. Last Tax Bill - {$8200.00} Due in Full by XX/XX/XXXX Last Insurance Bill - {$1100.00} Due end of XXXX Total For Both - {$9300.00} Current Escrow Balance - {$6200.00} Monthly Escrow Payment - {$780.00} already excluded PMI. This is just for Taxes and Insurance {$780.00} for 5 months of escrow remaining = {$3900.00} Total in escrow account by XX/XX/XXXX - {$10000.00} {$10000.00} - {$8200.00} ( Taxes ) {$1100.00} ( Home Insurance ) = {$810.00} left in the escrow account. As you can see from the above, even if you dont count the XXXX installment, I still have enough to pay both taxes and insurance. Im requesting that my payment goes back to the original payment until you receive the new billing. Im requesting that I do not include an additional increase of payment to cover for any potential increases. I would rather keep my own money in the bank and pay the extra increase if the billing increased. My loan is current and I dont feel I should have to pay you more that what is needed. I can save my own money. XXXX advised me that she completed understands and that Im not the only person that has been complaining about this, many others are as well. This information will also be sent to the CFPB, I will be filing a complaint in regards to this situation. Please feel free to reach me at any time to discuss this matter. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX
03/28/2022 Yes
  • Mortgage
  • VA mortgage
  • Trouble during payment process
  • WA
  • 98273
Web Servicemember
XXXX XXXX XXXX ; XX/XX/XXXX mortgage was transferred to Carrington mortgage company. ; XX/XX/XXXX flood insurance was supposed to be paid from escrow. ; XX/XX/XXXX insurance company tells me im late on payment and they need payment before i get off the phone. I pay it out of pocket. ; XX/XX/XXXX i call carrington customer service to try and sort out the whole mess spend XXXX hours on the phone with a service rep from both the insurance company and carrington. Carrington Customer service tells me a check will be in the mail in XXXX XXXX ; XX/XX/XXXX i set up auto pay with company. ; XX/XX/XXXX i transfer to a different command for school for 6 months. And tell my wife to keep an eye out for the check from carrington for messing up the escrow payment. ; XX/XX/XXXX junk mail from carrington trying to get us to refinance and mortgage statements. ; XX/XX/XXXX without informing me Flood insurance gap was put in place on my account in the amount of {$10.00} a month for lack of coverage for flood. ** ( Is this legal? Was told becausei had autopay set up i didnt need to be informed ) ** junk mail and same as before no check for the flood insurance amount. ; XX/XX/XXXX junk and mortgage statements ; XX/XX/XXXX junk and mortgage statements and i graduate from one school and travel across the country back to where home is located and attended another school XXXX hours away from home. ; XX/XX/XXXX. I make a call to carrington asking about the check that was never sent and they play the run around with me and tell me since it was paid they couldnt send a check to them. I state that the check can be made out to me since its my escrow thats over and i paid for the insurance out of pocket and they neglected to do so. They said that they couldnt send a check directly to me and it had to go to insurance. Called insurance company they state that isnt how it works and the check would just bounce right back.. ; XX/XX/XXXX. I spent around XXXX ( unpaid ) hours on the phone between Carrington customer service and insurance department and my insurance company. Customer service was absolutely embarrassing with their lack of knowledge, including not knowing their own website to help guide me to the information i was seeking. Escrow analysis. Open escrow analysis up and they analyzed that it was short back in XXXX calculating that they had paid for the flood insurance when they did not. I pointed that out to the customer service representative and they just regurgitated what the analysis said on it. When the amount in the account was grossly OVER what it said it needed to be at for the month ( this is where i really started to crack down on where things went wrong ) contact my loan XXXX who originated the loan for me back in XXXX. He stated that i should have called him before paying insurance directly. He and his team sent over documents from the transfer showing the amount of money that was in escrow at the time of transfer and their analysis which had calculated the amount for the flood insurance accurately to the dollar that i had paid out of pocket when they transferred. After having this information i called carrington again spending XXXX minutes with automated voice before getting transferred to a real person who at the end of the hour conversation with him he told me he was sending my information to escrow to have them reanalyze the account to have them send me a check for the amount that was owed to me. Should be XXXX business days ( lack of trust at this point ) i ask him for his direct line, doesnt have one. Asked for his cell so i can call if i havent heard anything after the XXXX days. Doesnt want to give it to me but says he will call me in XXXX days to update me on status. ( doesnt call after those XXXX days ) calls me after XXXX days and says that the escrow account was re-evaluated and a check should be on its way. ( We have heard this before ) stated that to him and told him i was disappointed that he didnt call to update me after the XXXX days and the analysis was actually done the next day after he put the request in. ( Finally someone who does their job ) waiting on the check to arrive from XXXX you would think a company would overnight something in this amount with the amount of headache i went through but just shows the lack of customer care from the company. ; ; ; XXXX XXXX ; ; : Carrington failed to pay insurance through escrow, i paid and had to spend XXXX hours on the phone to sort it out. With lack of customer service care throughout the process. ; ; ; **I advise everyone if you have the choice to stay away from this company. I didnt have a choice as they bought my loan from my lender. If my story doesnt drive you away from them feel free to check out their customer review rating on XXXX XXXX **
08/14/2021 Yes
  • Mortgage
  • Conventional home mortgage
  • Closing on a mortgage
  • TX
  • 79911
Web
To whom it may concern : My father purchased a home for me I believe in XXXX in XXXX XXXX, NM XXXXXXXX XXXX XXXX XXXX XXXX, NM XXXX. As my father got sick he placed the home in a trust and trusted the home to me. My mother is the trustee of the trust. XX/XX/XXXX my husband and I finally decided to refinance the home into our names due to the drop in interest rates. We recently decided to sell the home due to the market being a sellers market. During this process we found out that we had a mortgage and no home. Carrington Home Mortgage used XXXX title company to change the title. The warranty deed was never signed by the trustee of the will which would have been my mom so the title was never changed with the county. The WILL also held my home free and clear with no mortgage attached to it but my husband and I were responsible for the mortgage. This process has caused additional expenses and stress. The buyers are now renting the home from us as they sold their home thinking they would be in our home within 30 days. There was no title insurance policy ever issued because the warranty deed was never singed. Carrington Home Mortgage and XXXX have been horrendous to deal with in this process completely ignoring all of my husbands and my phone calls. We have tried filling complaints with both XXXX and Carrington and we have gotten no where. XXXX VP told us there was nothing else to do but to have the warranty deed signed now and tell out buyers they will need to wait the 91 days before a title can be changed through on FHA loan or find new buyers. My husband and I canceled our contract with our property manager, termed out lease with our renters, paid for all the buyers request and filed for a new roof through the insurance in addition to all the fees the buyers have paid. Yesterday we got an email from the Senior Loan Officer with the new title company who stated the lender never filed the refinance because the change of ownership never wasn't complete? How did my husband and I close on XX/XX/XXXX yet the ownership was never completed? Since my mom did not sign the warranty deed until XX/XX/XXXX and yet we closed on XX/XX/XXXX the title nor the mortgage was recorded until XXXX of this year. Also, the title commitment is showing to mortgages still open on the home. There was a title commitment that indicated there was a a document that purportedly released both mortgages recorded on XX/XX/XXXX. My and my husbands mortgage was not recorded until XXXX of this year. Apparently, the appraisal will have to be completed again as well because the deed was recorded after the first appraisal and all the work and money we spent already? I guess either the dates have to be " faked '' or we restart and pay for everything again? I guess the " flip rule '' is not helpful in this situation and we have to ask the buyers to sign an entire new contract? The people we are dealing with at Carrington are XXXX XXXX NMLS # XXXX Regional Sales Center Manager Carrington Mortgage XXXX, LLC-NMLS # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX Direct : XXXX, Fax XXXX XXXX, XXXX XXXXNMLS # XXXX Senior Loan Officer Carrington Mortgage Services LLC-NMLS # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Fl XXXX Office XXXX, efax XXXX XXXX and XXXX XXXX Closing Specialist XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX XXXX, XXXX XXXX XXXX XXXX and I also spoke to the Vice President at XXXX who told me when I asked who I can file a complaint with as this was not right. We were charged for their services in the refinance and they did not do what they are licensed to do she told me " There is not one for you to report it to I am the Vice President. Your mom just needs to sign and then you'll have to have your buyers wait the 91 days or find new buyers. '' I did not get her name. I was transferred to her after approximately 7 different phones calls on XX/XX/XXXX. They do have an underwriter of XXXX who did not issue a title policy because XXXX never filed the policy. So there is no title insurance. Timios also told me to have the WILL sell the home and receive all profits and then have the WILL pay me the profits and I pay off the loan that is attached to my name. Is this even legal? I have spoken to about 15 different attorneys but I have no idea about mortgage law and I am not sure if I am even explaining any of this corrently. I just know this has been a total nightmare. I am unable to upload the original loan closing documents as mentioned in Mr. XXXX 's e-mail in reference to page 15, the unsigned warranty deed as the document exceeds 10MB. Also, since the name change was never changed. Now in XXXX a credit card lean from the previous owners was placed against the title and now Timios-VP has recommended we just pay the lien to sell the home.
04/27/2017 Yes
  • Mortgage
  • Conventional home mortgage
  • Incorrect information on your report
  • CA
  • 93308
Web
I have been a customer of Carrington M ortgage for several years now. I have been paying my mortgage on time since I got the loan in XXXX . Never once did I miss a payment. I would always mail them a money order through USPS and not once did I have a problem. Then, in XXXX of XXXX , I get a call from Carrington Mortgage asking me why I have not made my XXXX payment yet? I tell them that I have submitted my money order like I have been for 8 years and that they definitely should have received it by then. Carrington Mortgage stated they did n't. Because of this, I did a lenghty investigation where I had to talk to USPS, XXXX XXXX , and Carrington Mortgage. Apparently my money order had not been cashed yet, but I had proof that I ordered one trough XXXX XXXX in early XXXX . I also was told by USPS that they had received complaints that the particular deposit box I submitted my XXXX XXXX Money order had been vandalized during that same time. I was told to submit a mail theft and vandalism complaint. I did so XXXX XXXX of XXXX . After I submitted my complaint of vandalism, I spoke with Carrington Mortgage and told them of everything that was going on. I also submitted a new money order along with the proof I had ordered a money order early in XXXX and the USPS vandalism complaint report since I knew the money order might not get to them on time. They said that they would look at all the documentation and more than likely forgive the late payment due to the unusual circumstances. That was the last I heard from them until several months later when I found out that they did place and maintain a late payment on my report. When I found out in XXXX of XXXX that there was a late payment on my report, I write to Carrington Mortgage and once again ask for their forgiveness. I never received a response. I then submitted another letter in XXXX and again I received no response. Finally, I get a letter back from them in XXXX stating that they would n't address anything because the signature on the letter did not match the signature they had for me ... Frustrated, angry, and saddened that my own mortgage company who I have been making payments to for almost 9 years on time was treating me this way, I almost gave up. I kept sending them letters and finally in XXXX they sent me another letter simply stating that my XXXX of XXXX payment was received on XXXX XXXX . It did n't have anything regarding the mail theft that occurred nor the report of vandalism and XXXX XXXX statement showing I obtained a money order in early XXXX addressed to Carrington Mortgage that was different than the actual payment they received from me in XXXX XXXX , XXXX therefore proving that I in fact attempted to pay them like usual. It also did n't address any of the phone calls that I had with their representatives where they essentially were leading me on with a " carrot on a stick '' so to speak nor the letters that I sent after XXXX XXXX . I understand that their stance is " we have to report accurately to the credit bureaus and this late payment was received late, '' but there are several extenuating circumstances that led to this and were no fault of my own. I did not attempt to pay it late. In fact, from my perspective and anyone with a bit of logical sense would argue that I did pay it on time. I ordered a money order and submitted my payment through the standard means on time. That an outsider or " third party '' decided to break the law and vandalize property and steal something that was n't theirs is not my fault nor do I have any control over it. In the end the one who is suffering damage is me. Carrington received their payment for XXXX XXXX on XXXX XXXX as well as any late fees for it and the XXXX and XXXX payments on XXXX XXXX . In other words, I had to make 3 monthly payments in a matter of 30 days, pay the late fees, pay the reimbursement charges and additional fees to XXXX XXXX for additional money orders, spent numerous hours investigating the problem, and still am facing a blemished credit report and lower credit score al l for something that was not fault of my own! How is any of that fair? Please help me in resolving this. I do not believe that I am being treated fairly and this late payment is causing me a financial burden because any credit I apply for is now at a higher interest rate due to this. I also have not been able to refinance my home so I could put the money into other investments in months because of this as the penalty for any home loans is 12 months from the most recent late payment. It literally has cost me thousands in opportunities. I would appreciate any help you can give into this.
03/31/2022 Yes
  • Mortgage
  • Conventional home mortgage
  • Struggling to pay mortgage
  • NH
  • 03051
Web
At the start of Covid my husband lost his job we had call Carrington on a to regular basis to make sure the forbearance was in place. On XX/XX/XXXX I called Carrington and they referred me to HUD for financial assistance they also stated that they would start paper for modification that day. Stating that would take months. I called the number that was provided left a message somebody called me back from the program was not ready yet but I was to place on a list and XXXX Carrington was informed that we were on the list in XXXX the HUD company XXXX contacted us we had completed. In that paperwork were releases for Carrington and told that the application for assistance was in the process of being created on XX/XX/XXXX we signed release was sent XXXX for them to contact Carrington on Monday, XX/XX/XXXX the application for assistance was emailed to me by XXXX XXXX from XXXX even though I have not yet been put up online we had started to complete it right away it was submitted XXXXXXXX funding was not available until XX/XX/XXXX a week and a half prior to the funding being released we were informed that we needed my husband Social Security card we attempted to get Social Security card however because the license is expired we need to wait for the state has your send us an actual plastic ID the security guard at the door would not except the paper one issued by the state and we were told to come back with that. It was also about a week ago when XXXX XXXX from the head so that Carrington didnt accept the release so he had to sign new releases that Carrington still had not contacted them or except the contact from them. I had contacted them and explained the time that we are waiting for the Social Security card and ask them about the release which I did not get a direct answer on because I was asking if they could send nearly said they were fine acceptable. Within the past week I spoke with XXXX Carrington he did not have any information about XXXX or the programs they referred us to he provided me with the updated Mortgage statement which was still needed along with a deed and the original mortgage in order for the house assistance specifically. XXXX from Carrington who told me that I could find the deed in the original mortgage in our closing paperwork from the day we closed I had found that and sent that XXXX m who are already informed us and voicemail which youll see documenting that they were bills approved and that they will be paid and they will pay up to {$20000.00} Toward the mortgage had emailed XXXX to inform him of this he had said that he couldnt wait for some prospective funds to come would not or did not bother to validate that we applied finance that they directed us to apply for. was in place XX/XX/XXXX I called Carrington and they referred me to HUD for financial assistance they also stated that they would start paper for modification that day I called the number that was provided left a message somebody called me back before me that and see if you answer the program was not ready yet but I need to place on a list and XXXX Carrington was informed that we were on the list in XXXX the HUD company XXXX contacted us we had completed and theres your paperwork releases for them a secret Carrington and told that the application for assistance was in the process of being created on XX/XX/XXXX assigned release was sent XXXX for them to contact Carrington on Monday, XX/XX/XXXX the application for assistance was emailed to me by XXXX XXXX from XXXX even though I have not yet been put up online we had started to complete it right away it was submitted XXXX funding was not available until XX/XX/XXXX a week and a half prior to the funding being released we were informed that we needed my husband Social Security card we attempted to get Social Security card however because the license is expired we need to wait for the state has your send us an actual plastic ID the security guard at the door would not except the paper one issued by the state and we were told to come back with that. It was also about a week ago when XXXX XXXX from the head so that Carrington didnt accept the release so he had to sign new releases that Carrington still had not contacted them or except the contact from them I had contacted them and explained the time that we are waiting for the Social Security card and ask them about the release which I did not get a direct answer on because I was asking if they could send nearly said they were fine acceptable. Within the past week I spoke with XXXX Carrington he did not have any information about XXXX or the programs they referred us to.
10/25/2019 Yes
  • Mortgage
  • Conventional home mortgage
  • Trouble during payment process
  • OH
  • 44147
Web
In regards to Carrington Mortgage Services 's conduct : On XX/XX/XXXX I spent the better part of two hours resolving a payment processing issue which was the result of a problem in Carrignton 's automatic payment system. I have always been on automatic payments, for the lifetime of my loan, and have never missed a payment ; yet, Carrington saw fit to not only fail to draft the payment timely, as authorized and indicated on their website 's automatic payment processing system, but also saw fit to fine me for not completing the transaction. I immediately called customer service when I was made aware of the issue. The first supervisor, XXXX, told me he would remove the fee charges and process the payment ; he then promptly hung up the phone on me. This was deliberate and shocking considering he was a senior account supervisor. The second time I called the payment was again to be processed absent any fees ; however, the agent on the phone attempted to coerce me into agreeing for my bank information to be stored in an automated system, which I am opposed. Considering I am already enrolled in automatic payments through Carrington, I should not have to sign up for another system ; still, Carrington made it a condition of taking the payment. At that point I resigned myself to pay the bill online regardless of fees. I was already logged into the site. I attempted to process a payment, and the site prompted me with an " Automatic Payments '' warning. I was then kicked off the site, which ceased to work at that point. I called Carrington for the 3rd time. I was passed to my second " supervisor '' of the evening, XXXX. XXXX informed me she would handle the payments. At first she insisted on a phone fee, then on storing my information in an online pay system, and then finally took off all fees and claimed my information would not be stored. I logged in the next day to see XXXX processed a series of payments, none of which were authorized by me, and added fees which she had specifically assured me would not be added. Carrington processed ( 3 ) payments instead of one, despite only having authorization for one, resulting in hundreds of dollars in interest being paid that was not owed, and a late fee was taken out despite numerous assurances by XXXX, and other Carrington staff, that no fees would be assessed ; furthermore, these payments were processed for the months of XXXX and XXXX despite explicit instructions that I was making a single payment for the month of XXXX. Keep in mind, Carrington records their calls, so they are totally aware of the deceptive lending practices in which their staff is engaging. ( 3 ) calls were on XX/XX/XXXX, and ( 1 ) was made on XXXX ; I gave them ( 3 ) weeks to handle their " rush resolution, '' and no action has been taken. I regret giving them even ( 1 ) week, as they clearly had no intention of honoring their word. I have been deliberately mistreated, lied to, and mishandled by Carrington. I am a good customer, and I have always paid my mortgage timely ; nonpayment has never been an issue on my account since its inception. Even if it had been an issue, it would in no way excuse deceptive collections practices by Carrington 's staff. Lastly, I find Carrington 's behavior in the whole matter to be reprehensible, and I am extremely dissatisfied. I sent this information to Carrington on XX/XX/XXXX. Carrington never responded. I called them again the following week as no corrections were made on my account. Another Senior Supervisor, XXXX, informed me he would put a rush on the corrections, and they would be resolved " soon. '' It has now been a month since Carrignton fraudulently stole money out of my bank account. Additionally, my desire was to pay the loan off this month BECAUSE of this fiasco, and I am now unable to do that because they have refused to correct the issue created by their deceptions. I have pushed for an amicable resolution to this from the first, and Carrington has refused to cooperate at every turn ; additionally, each time I call them they dance me around on the phone for hours, and ultimately refuse to help solve the issue. I have been hung up on, repeatedly lied to, and categorically mistreated through no fault of my own. Furthermore, I believe Carrington has deliberately delayed correcting their errors in order to charge me additional interests for the each month my loan is open past XXXX. Carrington Mortgage 's fraudulent, deceptive, and outright damaging behavior is completely reprehensible, and I am shocked to see any lender deliberately engaging in such conduct.
08/10/2017 Yes
  • Mortgage
  • Conventional home mortgage
  • Trouble during payment process
  • LA
  • 70058
Web Servicemember
My husband 's died XX/XX/XXXX. The loan was financed with with XXXX XXXX XXXX XXXX XXXX, AS TRUSTEE for CARRINGTON MORTAGAGE LOAN TRUST. The loan was an ARM loan where the payments change based on the stock market the 2nd year. We went from 9 % to 11.5 % and got as high as 16.5 % and continued. Our payments went from {$900.00} a month got as hight as {$4200.00} per month. This did include property tax and property or flood insurance. My husband had a great job making {$90000.00} a year and we were able to handle the payments. He lost his job and Hurricane XXXX happened. I found a job and was able to help him and he took on odd jobs and until he found permanent employed making {$30000.00} a year. We were unable to stay on top of our mortgage payments. Then there was a new law that came out saying people like us, were able to apply for a loan modification and we were granted a modification for 5 years with a 5 3/4 % interest rates. That help tremendously. In XX/XX/XXXX my husband was diagnosed with XXXX XXXX. He had to ( XX/XX/XXXX ) had to have XXXX and take time off for treatment. He was able to return to work in at the end of that year. XX/XX/XXXX I was laid off my job ( mast lay-offs ). He filed bankruptcy trying to keep our home. Making payments to the house and bankruptcy payments. Without my salary and only unemployment insurance payments for 4 months we were continually behind. On XX/XX/XXXX my husband died of XXXX XXXX. He had XXXX also and was seeing and XXXX XXXX I received my husbands life insurance payment from his job {$65000.00} He had purchased " terminal illness insurance '' in XX/XX/XXXX they did not pay because my husband had to be alive for 6 months for them to pay this. Also, they asked how did he die, at the time I was told he died of a XXXX XXXX. When the XXXX came in that I ordered at the time of his death it should he had died of an " XXXX XXXX ''. If my husband had died of a XXXX XXXX the insurance company would have given 1 % of the loan or {$15000.00}. I brought the loan current, paid t he bankruptcy payments, {$24000.00} to Carrington Mortgage Loan Services, {$10000.00} bankruptcy payments. I was told that I had to homeowners insurance. In order to get homeowners insurance I had to repair the outside damage to the house ( replace missing shingles, cutters, and roof ), to pass insurance inspection for insurance. {$17000.00}. I asked for a Modification not knowing that because the house was not in my name, they refused to talked to me about the loan. I attorney told them that I was making the payments and t hey agreed to speak with me. But because I had not done a succession they refused to allow me to apply for a modification. I took the last o my money did the succession for my husband. It was only then that I found out that I did not have to pay his bankruptcy payments because the bankruptcy was only in his name. I applied for a modification 7 different times after the succession. They keep saying they did not received it even though I had proof, I had went to XXXX 's XXXX each time and they gave proof of it being sent. Finally, on the 8th time, they acknowledged receiving it and took 3 months, to tell me that they could not give me a modification because nothing had changed in our finances and we had not fulfilled the 1st mod given to us, and that there was no unemployment and that I would not get a mod. That was not true : 1. I lost my job 2. My husband was unemployed twice 3. And now my finances drastically changed because of loss my husband 's income. They sent a letter XX/XX/XXXX, saying my interest rate was going up to 9.42500 % and my payments would go from {$1400.00} per month to XXXX per month. They offered a in house payments plan where I would have to {$4000.00} per month for 6 months and then they would see what was possible for my home loan. They also, reverted all my past due payments from 5 % to the current present interest rate of 9.42500 %. I was told that the new rate would take place XX/XX/XXXX. Not that it would changed all past due pmts to XXXX and just future pmts. I do n't know if you can help me. My husband and myself have lived in this house for 13 years. I would like to keep my home. I hope you can help. They said that I have not make payments since XX/XX/XXXX and that is a error I made payments. I would like to know what happen to the payments that I sent and I have statements in all of XX/XX/XXXX. The attorney 's letter said that he did not have to wait 30 day to take my home. I disputed the amounted listed. But no one have responded my my letter or request. XXXX
04/26/2017 Yes
  • Credit reporting, credit repair services, or other personal consumer reports
  • Credit reporting
  • Incorrect information on your report
  • Account status incorrect
  • TX
  • 78731
Web
COMPLAINT This is a complaint against Carrington Mortgage Services, hereaft er Carrington, for fa iling to apply my funds properly when received to my mortgage and for reporting my account as past due for XXXX XXXX and XXXX XXXX . On Exhibit A is a copy of the XXXX XXXX invoice from Carrington for {$290.00} ( please note that XXXX XXXX payment was {$470.00} See Exh ibit A-1 ). The copy shows my payment on XXXX XXXX , XXXX of {$290.00} through their online service. On Exhibit B is the em ail Carrington sent to me acknowledging receipt of payment. Without notice to me and without permission from me, Carrington placed my on time payment into unapplied funds or suspense. Next, I received a letter from Carrington c laiming they have not received my payment of {$290.00} and my payment is late ( Exhibit C ). Note my indications in the right hand corner that my payment posted to my bank, XXXX XXXX XXXX , on XXXX XXXX , XXXX with ID XXXX . This is outrageous, particularly when Carrington is holding my money in suspense without notice or my permission. I responded by letter ( E xhibit D ) dated XXXX XXXX , XXXX advising them that their past due letter was completely inaccurate and false and when my payment cleared my bank, XXXX XXXX XXXX . They did nothing. I have tried calling Customer Service numerous times and was told they would handle it. As an example, I am enclosing my notes from speaking with XXXX at Carrington on XXXX XXXX , XXXX at XXXX pm ( Central ) ( Exhib it E ). XXXX told me my money was in suspense and he would apply it to the XXXX bill. The balance after that application would be {$280.00} in the escrow account because the XXXX taxes overdrew the escrow account. XXXX said he would send a letter of final payoff and the letter of overdue payment was in error. His ID # was XXXX . Carrington did nothing. Next, I received a XXXX XXXX statement claiming that I owe {$890.00} ( Exhibit F ). Another falsehood. Under Explanation of Amount Due it shows {$290.00} ( whic h I have already paid in XXXX XXXX ). Note that the same amount is under suspense balance in Accou nt Information. Also under Amount Due i s Overdue Payment {$590.00}. If I paid off the loan in XXXX XXXX , how can I owe nearly {$600.00} at this time? At no time did I not make the payment requested in XXXX XXXX . There is no explanation whatsoever of ho w Carrington ca me up with {$590.00} overdue because I did not owe that much. It should be like the {$280.00} that XXXX came up with earlier from the escrow account overage. Please note that the taxes were not paid by Carrington a t the time they sent the XXXX XXXX invoice for {$290.00}. Carrington did not make payment on the taxes until XXXX XXXX , XXXX . Exhibit G is a letter from Carrington dated XXXX XXXX , XXXX . Please note it is written 32 days after my first complaint was received. Carrington indicates that because the payment would liquidate the principal balance the payment could not be applied and they would remove the late charges. No Mention of reporting the XXXX XXXX and XXXX XXXX payments as late and significantly decreasing my credit score. Thi s is utter nonsense. If this was their reasoning they should have stated up front with their XXXX XXXX invoice but they did not. Also contained in Carringtons letter of XXXX XXXX , XXXX was a payoff stateme nt ( Exhibit H ). Notice that they claim the loan is due for the XXXX XXXX , XXXX payment even though they already had the money. Also notice that the only interest that could be due was {$0.00} which was due on the XXXX XXXX invoice but they charged {$1.00} in interest or {$1.00} extra because they held my money in suspense and refused to give me credit for the XXXX payment. On XXXX XXXX , XXXX as soon as I received their payoff statement, I sent a bank wire from XXXX XXXX XXXX for {$280.00} ( Exhibit I ). Even thoug h, Carrington he ld my XXXX payment in suspense and refused to give me credit and refused to provide me with a payoff in XXXX XXXX , a s Carrington promis ed, they are still showing my payments as being late for XXXX XXXX and XXXX XXXX . I consider this to be a violation of the Federal Fair Credit Reporting Act and the Texas Deceptive Trade Practices Act. I am requesting that you sanction Carrington Mortgage Services and order them to correct their outright lies to all credit reporting agencies and show that all of my payments were on time and never late.
01/07/2021 Yes
  • Mortgage
  • VA mortgage
  • Trouble during payment process
  • IL
  • 62298
Web Servicemember
In regards to issues I am experiencing with refinancing with Carrington Mortgage Services and thus causing my property taxes to not be paid from escrow. I have refinanced with Carrington 2 years in a row and have experienced this same issue. I received a delinquent tax letter on XX/XX/XXXX from my county stating that my 2nd payment in XXXX was not paid. When I refinanced I sent my Loan Officer documentation that our taxes are due in XXXX and XXXX and not XXXX and XXXX as Carrington 's records state. Because I dealt with this issue in XXXX, I tried to be proactive. In XXXX I was told by my Loan Officer that a computer pulls county tax due dates and that is what they go by, but my county is incorrect. I believe because I refinanced before 2nd payment was due, Carrington assumed my 2nd payment was made in XXXX. XXXX XXXX, a third party that Carrington uses, stated that they sent a note to Carrington in XXXX requesting XXXX escrow to make payment, but funds were not sent. This should have triggered someone to check. After receiving delinquent notice on XX/XX/XXXX, I emailed Loan Officer that same day with copy of bill. He responded on XX/XX/XXXX that I needed to call customer service. I then contacted Carrington on XX/XX/XXXX and sent them the delinquent letter from my county and was told that they would need 14 business days to research and then a check would be disbursed. I next called Carrington and spoke with a XXXX who stated that money was pulled from escrow on XX/XX/XXXX and mailed out. I explained that my county issues certified letters on XX/XX/XXXX, name in paper on XXXX, and tax sale on house XX/XX/XXXX. On XX/XX/XXXX I called again and spoke with XXXX. XXXX said that she can see that money was mailed out but no tracking number. She couldnt give me much information as to where Carrington was in the process. My county stated that XXXX XXXX called them XX/XX/XXXX and verified amount owed. On XX/XX/XXXX I spoke with XXXX who said money from escrow was pulled but a check hadnt been sent yet and I should just be patient. I again gave the tight deadlines from my county. In XXXX my county didnt receive the funds until day before tax sale and I had been in contact with Carrington for almost 2 months. On XX/XX/XXXX I spoke with XXXX, who stated that a check was mailed XX/XX/XXXX, but couldnt say if it was mailed to XXXX XXXX or to my county. I asked to speak to her supervisor and was disconnected. A few hours later XXXX did call me back and she did a little research stating that XXXX XXXX mailed the check to my county on XX/XX/XXXX and I should wait 7-10 business days. On XXXX my county said that XXXX XXXX called them on XXXX and said Carrington mailed them a check on XX/XX/XXXX. This is again different information than what I was told. Who mailed the check and when? On XXXX my county said that XXXX XXXX called again on XXXX to verify amount due with interest and fees by tax sale date of XX/XX/XXXX on 20 different parcel numbers in my county. I guess I am not alone in this mess. I have also sent emails to their Advocacy, Veterans, and Operations Departments on XXXX and XXXX and have not received a response. So, here I am again hoping that a check that was mailed USPS during a pandemic reaches my county before the XX/XX/XXXX tax sale. I am not sure why delinquent taxes are not wired to my county just like Carrington does for normal payments to them. I am also curious as to why Carrington would use USPS to send large funds without tracking numbers. Another XXXX passed by with worries of losing my home because of Carringtons incompetence. I have spent countless hours dealing with Carrington on this issue only to get little or incorrect information. I have given deadlines for urgency and they just mail a check when it should have been wired or overnighted. I have given the correct tax payment due dates during refinancing and still face this issue. In XXXX of XXXX, my house payment went up because of the unexpected escrow payment that was missed and paid in XXXX showing that 3 projected tax payments would be made in XXXX. My house payment was now higher than before I refinanced. I called escrow and tried to explain that 3 payments arent actual, but their computer shows an increase and that is what they go by. Nobody used common sense and looked into it beyond their computer telling them. A few months later another escrow analysis lowered my payment just as I had stated should happen. I do not look forward to the next escrow analysis for XXXX and having the same issue, but it is probably inevitable.
06/09/2022 Yes
  • Debt collection
  • Mortgage debt
  • Took or threatened to take negative or legal action
  • Seized or attempted to seize your property
  • TX
  • 78232
Web Servicemember
Hello, I bought my house in XXXX of XXXX with XXXX XXXX XXXX during the whole year of XXXX I paid my normal amount of XXXX XXXX In XX/XX/XXXX I noticed my payment for my Mortgage didn't come out of my account so I went online to check what was going on. Online it said the amount due was XXXX XXXX I called right away and talked to someone about what was going on. During this time it was reflected on my credit score and it dropped down to below XXXX, I was assure it would be fixed after I get everything sorted out. I was told that there was a reanalysis of my loan and that I owe Property Taxes from last year ( XXXX ) and current taxes. In the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Veteran we don't have to pay property Taxes as long as we are living in the residence. I sent over my supporting documentation and continued to pay my mortgage or at least the amount I owed. I called regularly and asked what the status was and they kept telling me it will take around 20-30 days. The amount of XXXX $ I sent for my payment was sent back since it wasn't a " Total amount '' for what I owed. At this time my bill was saying XXXX $ + since it was still incorrectly saying I owed taxes. I went on the Covid forbearance plan from this time and it was still not fixed. I went to XXXX XXXX 's tax office and made sure my information was correct and it showed XXXX $ owed. Still with nothing being fixed. My mortgage was sold to another company called Carrington Mortgage which is a debt collecting mortgage company, this was back in the fall of XXXX. I was told to wait until my loan was fully transferred and go from there. When my payments started it was the same thing and the amount was the same XXXX and I called again to make sure this was handled correctly. Again I asked to be on the forbearance program until this was sorted out. I sent in a Mortgage assistance application and talked to another lady inside Carrington that was trying to help me out. Fast forward to XXXX I'm no longer on the Covid forbearance and my credit score dropped down again due to " late payments '' so I called again to see what the status was and I was told my XXXX was rejected. I spoke to another person and they told me to call these different departments inside their company, I called up the property tax division and told them the situation. I was told to upload documents, I called my tax office again and they said they don't provide those documents to the owners themselves, and that the company needs to request them. I called back two days later to see the progress and what has been done. I was told that on their end it is now corrected and I owed XXXX $ for taxes. At this time I'm still getting Monthly bills saying I owe XXXX XXXX I spoke to another lady and she put me in touch with a case manager which let me know what was going on. They tried to do a XXXX XXXX loan but due to it not being with XXXX XXXX of my current payment they rejected it. I didn't fin this information out until late XXXX. In XXXX I submitted the XXXX again and called to see where it was in the process. I was told they couldn't see page XXXX & XXXX of my application which is bazar because they were all in a XXXX XXXX This time I resent them XXXX or XXXX files at a time with the completed forms. In XXXX I called XXXX and was told that my application was rejected due to missing documents. I've called many more times after this and resubmitted the paperwork. I came home from a XXXX XXXX and I had a paper taped to my door saying they were starting the Foreclosure process. I resubmitted my Mortgage application on the XXXX of XXXX after speaking to another rep about how I couldn't use my older application due to it being from XXXX timeframe. Today, XX/XX/XXXX, I called again to ensure they received my documents and I was told they haven't. I used the same email address that is found online and that I've used before - XXXX I didn't receive an automated response for the past XXXX XXXX I've submitted these forms. So I asked the customer service rep on the phone what can I do because this has been extremely stressful and I don't want to lose my home due to some error that was created a long time ago. He made me send the documents to that same email address and XXXX him to let me know they received my XXXX files in full. He also took the time to extract these files and send them directly himself. I was told that my case manager from back in XXXX is no longer my case manager. I was given his email and asked if I could talk to him personally about my situation.
06/16/2020 Yes
  • Mortgage
  • FHA mortgage
  • Struggling to pay mortgage
  • PA
  • 17110
Web
I have been trying since XXXX to apply for a loan modification with my mortgage company. In XXXX, I submitted an app and called back in and they reported it wasn't received. On XX/XX/XXXX, I submitted my loan modification app, called in and it was confirmed received. 2 weeks later I called in to check status and was told it was canceled and a COVID-19 forbearance was placed on my account ( which I was told would not actually stop the foreclosure process and my home would be immediately foreclosed upon at the end of the forbearance term without an approved loan modification ). The representative said she removed the COVID-19 forbearance and instructed me to wait a week and resubmit my loan modification app. I did exactly that and resubmitted my loan modification app for the 3rd time. On XX/XX/XXXX, I called in to check the status and was told that my loan modification app was canceled again and a COVID-19 forbearance was placed on my account which I was instructed again that it would not help my situation and I needed to submit another new loan modification app ... which I submitted that day for the 4th time. On XX/XX/XXXX at XXXX I called in to check status and was told that I was approved for a modification, but needed to call back to speak with home retention department that afternoon. At XXXX - I called back in and was told by a supervisor that the loan modification was in fact not approved and that I needed to resubmit my application for the 5th time due to the date of the loan modification application being expired. On XX/XX/XXXX - I resubmitted my loan modification for the 5th time On XX/XX/XXXX - I called to confirm loan mod app was received. I was told that it was received and was being reviewed by an underwriter. Told to check back in 2 weeks. On XX/XX/XXXX - I called in to check status and was told my loan mod app was denied because the underwriter stated I don't live in my home ... I do. I requested an appeal. On XX/XX/XXXX - I called to check status and was told an underwriter needed to see a letter of explanation and residency verification ( like bills or bank statements ) I submitted all three ( residency verification, letter of explanation, and a copy of my drivers license with my home address same as property address all for verification ). I was told that as soon as the underwriter saw these documents I would be approved. On XX/XX/XXXX - I called in to check status and was told my loan modification application was denied because " the home is not owner occupied ''. This is false and I provided very ample evidence that I live in my home ( same home as is mortgaged ). My bank statements go to my home, my bills go to my home, my drivers license has my home address, I even suggested they could call my local police department to stop by anytime and check to verify I live in my home ... they can come unannounced ... anytime. I live in my home and I've provided them everything they need to verify this. The representative advised I submit a new loan modification application. I was advised to resubmit the same exact loan modification app with all the same documents all together in one package. I was told as soon as that was received I would be approved for the loan modification. I submitted the new application that day. On XX/XX/XXXX - I called to confirm loan modification application was received and was told it was received and was denied because the documents were out of date and I would have to redo all the documents and resubmit everything all over again. It has become clear that Carrington Mortgage is playing a game of cat and mouse in order to force me into foreclosure. I have followed their instructions with precision and accuracy. I have clarified everything needed prior to sending in. I have kept precise notes to make sure I did exactly what I was supposed to do to get my home out of foreclosure and not lose my home. I am trying so so very hard to save my home and I have been for 4 months, but Carrington Mortgage keeps finding new and ridiculous reasons to deny my application and prevent me from being approved for the loan modification. I think this could possibly be predatory forcing me into foreclosure ... I know for certain most people who are less organized, less tenacious, and less motivated to keep their home would have given up by now. But I love my home and my family lives here and I am doing everything possible to resume making payments and prevent foreclosure. I need some help making sure Carrington Mortgage participates as well.
12/01/2017 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • IL
  • 60169
Web
Carrington Mortgage Services is servicing my mortgage unfortunately XXXX XXXX XXXX sold it to them. Everything was fine until I received a letter from them back in XXXX that states my monthly payment went up from {$1100.00} to {$1200.00}. I called them on XXXX XXXX and talked to XXXX. She told me the reason for the increase was the shortage on the escrow account. I asked what I need to do to get the monthly payment down to where it was and she told me all I needed to do was pay the shortage, {$770.00} and the difference in the monthly payment {$78.00} and shed waive the late fee. She also gave me a confirmation number, XXXX and told me to call back in a few days and ask for re-run of the escrow analysis. My bank had already processed the XXXX payment and since the amount processed was the old amount, {$1100.00}, that night, I made additional payment in the amount of {$78.00} to make sure the new amount is paid in full until it is fixed. I also wanted to make sure they wouldnt charge me any late fee. I called back on XXXX XXXX and the lady I talked to told me the payment {$770.00} was applied incorrectly and told me shed make sure the itd be applied correctly and the escrow analysis will be re-run and advised me to call in a week or so. I told her that I paid additional {$78.00} to make sure the monthly payment was not short paid and she told me she would note it. I called on XXXX XXXX and explained the whole thing to the person who picked up and learned that nothing had been done, I was on hold for several minutes and finally I asked to speak to a manager and XXXX or XXXX ( I am not sure which one she goes by ) told me she would take care of it. I insisted I needed to talk to someone who I would be able to follow up with because I was tired of explaining to different people every time I call. She told me to ask to be transferred to XXXX and they would transfer me to her. She also told me she would call me before thanks giving if not, she would call me on Monday the XXXX. By the time I was done with her I was on the phone for 1 hour and 4 minutes. I waited until the XXXX and I called but I couldnt get a hold of her. I was told shed call me back. She called me and left me a message. I called back again but couldnt get a hold of her. Finally the person I spoke with told me she said I owe {$100.00} and some changes ( I dont remember the amount exactly ) and I would be all set. No answer on whether or not the escrow analysis was re-run, no information as to what my new monthly payment will be, and no explanation as to how they came up with the amount they threw at me. I told him I needed to speak to a manager and he told me they would tell me the same thing, I insisted and he put me on hold for the XXXX or XXXX time and brought XXXX resolution specialist I explained the whole thing to him and he told me the same story like the escrow analysis is being run.which at that point meant nothing to me, So I asked him to get me to a higher manager who can actually make things happen. He put me on hold for about 3 minutes and came back saying the supervisor had gone home and he had a solution for me. I asked what it was and he said he would reverse the 3 late fees and those late fees should cover what they say I owe and Id be all set but in order for the late fees to be reversed he needed supervisors approval we needed to keep our finger crossed. Imagine, I made two extra payments. I specifically told them I paid {$78.00} on XXXX XXXX which was posted on XXXX XXXX to make sure they wouldnt charge me any late fee and he told me I needed to keep my finger crossed. I explained that again and he agreed that it would definitely be waived. I asked him about my new monthly payment and he told me he would call me the following day, today, and let me know everything I needed to know. I asked him if he would personally call me and he said it would be him or XXXX ( XXXX ) or a supervisor. I thanked him and we hang up the phone. I waited all day today and have not received the call. At this point, I have decided that I will seek refinance and move my mortgage to a different lender. But I believe if they are unable to solve a simple issue such as mine, when they charge late fees because of their mistakes and refuse to give refunds, may be they do this to many customers and someone need to look in to their practice. I am beyond frustrated and they are by far the worst mortgage lenders out there especially when it comes to customer service.
12/03/2021 Yes
  • Mortgage
  • FHA mortgage
  • Struggling to pay mortgage
  • MO
  • 63367
Web
Mortgage Holder - Carrington Mortgage Services LLC In XXXX of XXXX I submitted a request for forbearance due to associated impact from Covid 19. At the time I was current with my mortgage provider but I could foresee an issue coming soon as my overall pay from my employer was being greatly affected. I was advised online and by representatives of the company that options were available for me including loan modification. This option looked like just the answer for me, as it would put me into a 3 month forbearance while I work with the provider on the modification. This would be a huge relief also because it would allow me to skip mortgage payments for 90 days and get caught back up on all of my other financial obligations. I submitted the request online along with emailing the mortgage holder a completed copy of the Mortgage Assistance Package, XXXX Request for tax Transcript form, Pay Stubs, copies of tax returns, and recent bank statements. Once the process started I was told I could call in once per week for possible updates, if I wanted to keep on it and be proactive. From XX/XX/XXXX to XX/XX/XXXX I called in to the mortgage provider a minimum of once per week for possible updates. Each time I was advised a variety of the same similar updates ... " your modification is in underwriting pending review '', " Your on track and hitting all the milestones, you are just in review '', " Your title paperwork has been received back and has cleared, you are just in underwriting review '', " We are still reviewing your file, please check back in a week. It should not be much longer now ''. At total I called in for updates XXXX times, I also received XXXX auto dialed calls from the provider where I answered the call and received similar updates to what I have already described. Each time I called or received a call, I spoke to a different person. I begged repeatedly to talk with the same person or department, but was told that wasn't possible with their current pandemic set up. I even asked for the processed to be escalated to a manager XXXX separate times. As you can see I was trying to be very proactive about this process, and I kept on them weekly. In recent weeks it seemed that this process was getting stalled or not moving, but I was advised that there are many loans in the same process so things are taking much longer than expected. I was advised to be patient, and that I could continue to call back in weekly for updates. I understood this and the loan provider continued to extend my forbearance plan month to month. Finally my last call for an update on XX/XX/XXXX the representative explained to me that all of my efforts were for nothing. I was not permitted to do a modification on my loan. All of the previous reps who I spoke with were in error and should not have told me that. It was explained that possibly some how one side of the loaner provider was not communicating with the other, and mass confusion was causing delays and hold ups. It was also explained that I still needed to provide the mortgage assistance package. Keep in mind this is now the XXXX time I have filled this package out and sent to the loan provider. I also went online and attached the package to my file on the loan providers website. It was stated that now I would be under review for a repayment plan, once that would require me to repay the payments not made in forbearance over the coarse of a short time period. As I understand it XXXX payments total would need to be made up. I don't think this is fair... I was led to believe something for months that just wasn't true. How can it be that out of all of the people I spoke with ( XXXX in total ) could not have seen this issue and stopped me before this process went on for XXXX months? How can this happen? I went into this process current... I was looking for assistance to modify my loan to a lower more manageable payment during the pandemic. I needed a payment that would help with my reduced income. Had I know this would have been the result I would have ended the forbearance months ago and sought out other ways to keep my loan current. I was led to believe something by many representative that was not true. This company with their poor advice and lack of communication has now put me in a hole that I don't know how to get out of. I need help working with this company because I can't seem to get anywhere and I keep getting incorrect information and the run around.
06/02/2021 Yes
  • Credit reporting, credit repair services, or other personal consumer reports
  • Credit reporting
  • Problem with a credit reporting company's investigation into an existing problem
  • Their investigation did not fix an error on your report
  • MO
  • 63379
Web Servicemember
Consumer Financial Protection Bureau XXXX. XXXX XXXX XXXX, IA XXXX Summary This is a brief summary of what is a lengthy series of one catastrophe after another. I will lay out in detail with documentation my report of the actual events and not what was erroneously reported to the credit bureaus. Recently I received a copy of my personal Credit Report. Upon reading through it I noticed that the report indicated the loan for my home in XXXX, Missouri was reported as discharged in Bankruptcy Chapter XXXX on approximately XX/XX/XXXX. Carrington has reported to the credit bureaus that funds were charged off and the loan Discharged through Bankruptcy Chapter XXXX when they were paid in full every dime as all my documentation will indicate. This data, also reported to the other 2 major credit bureaus, was and is absolutely false. I contacted XXXX and filed a dispute. A few weeks went by and I was notified that the dispute was closed. No explanation was given in regards to my accusations just that Carrington was not going to delete or modify the reported data. The names and the contact information of persons involved is included in the attached document or separately. My report of the facts On XX/XX/XXXX, my wife at the time, and I purchased a home at XXXX XXXX XXXX XXXX in XXXX, Missouri XXXX. We financed a loan amount from XXXX XXXX XXXX. A few years later our loan and a large group of other home mortgages were sold to Carrington Mortgage in XXXX, AZ. Our loan was assigned account # XXXX. In mid-XXXX my wife served me with divorce papers. Although the divorce was final in XXXX, she drug me through the judicial system for a total of 8 years. I was awarded {$2500.00} per month spousal support in the divorce decree along with the house and of various financial assets. In late XXXX she got herself intentionally fired from her very lucrative position with Mastercard. Her goal was to be unable to pay {$2500.00} per month support. She succeeded and on XX/XX/XXXX the court reduced her support to {$500.00} per month. The home loan up to that point was current. It was a financial struggle and possible foreclosure from that point forward. In XXXX of XXXX, I realized I was in trouble and faced losing my home. I went to my son and we discussed the issue and he withdrew money to get me somewhat solvent. On XX/XX/XXXX he wired {$10000.00} to Carrington Mortgage to get me up to date with my payments with the next payment due on XX/XX/XXXX. Im attaching a copy of the wire transfer of the funds and the letter of account re-instatement from Carrington Mortgage. In XXXX of XXXX, I realized that I was just postponing the inevitable that my financial situation was deteriorating and out of control so I contacted XXXX XXXX a Bankruptcy attorney, and began the process. We met and he laid out the process. I filled out all the necessary forms and we discussed the process and options. I opted to retain the house and had returned items that I could. I finished the necessary forms and returned them to the attorney. I have attached a copy of those documents. The bankruptcy was filed, adjudicated, and discharged on XX/XX/XXXX. I continued making the payments on the home every month. I paid the XX/XX/XXXX payment and decided to sell the home. In preparation for the sale, I had the home inspected. There were a few items that would have to be addressed prior to a sale. The total cost came to a few thousand dollars so I opted to do the repairs and take the 1 or 2 payments that I would miss out of the sale proceeds. The house sold and was closed on XX/XX/XXXX. Carrington Mortgage was wired a funds transfer of {$180000.00}. This amount is {$75.00} more than the balance due from their Payoff Statement dated XX/XX/XXXX. A copy of that Payoff document is attached. Closing In closing, Carrington has claimed the loan was Discharged in Bankruptcy Chapter XXXX in XX/XX/XXXX while they continued to collect almost {$16000.00} from the months XX/XX/XXXX - XX/XX/XXXX. How do you credit accounts, with payments, that are closed? In addition to IRS tax benefits for the charge offs for XX/XX/XXXX - XX/XX/XXXX. I can understand reporting to the bureaus that I was late in paying not that lost the whole amount of the loan when it was repaid in FULL! In addition, my credit has had this misrepresentation of my creditworthiness for 4 years now. Thank You, XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( see attached Court Order )
05/06/2020 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • FL
  • 33449
Web
I applied for mortgage forbearance due to COVID-19 under the CARES Act on XX/XX/20. At that time, I tried to cancel my upcoming automatic ACH payments but there was no option to do so, nor instruction on how to do that. I was able to alter the payment date to the XXXX of the month to give the application time to be reviewed. That alteration cancelled the upcoming payment for XX/XX/20 and changed the future date to the XXXX starting on XX/XX/20. I was approved on XX/XX/20 for an intitial 90-day forbearance, with the instructions I didn't need to do anything now. There was no instruction that I had to cancel my ACH payments. That wasn't listed in the approval letter I received, the approval email I received, or anywhere in my account, despite checking the selection stating " Click this box if you have AutoPay set up through Carrington that you would like to cancel. '' On XX/XX/20 Carrington automatically took my payment of {$2200.00}, without my knowledge of doing so. There is no reason for them to have done that, when I was requesting forbearance because I couldn't make my payments, and I had notified them I wanted my automatic payments cancelled. I just realized I was sent an email on XX/XX/XXXX, stating I needed to cancel my automatic payments, with the subject line " UPDATE : Your Request for Assistance ( COVID-19 ) ''. Nothing about what the purpose of the email entails. In the email, the reminder wasn't the first thing entered, it was simply the exact same wording as the first email I received with the following paragraph simply added to the middle- " BE ADVISED : If you have recurring payments, you will need to cancel the recurring payment to avoid having the payment processed. If you are currently enrolled in AutoPay through Carrington, please send your request ( and include your loan number ) via email to : XXXX to request a cancellation. If you have recurring payments set up through a different financial institution, you will need to cancel the automated draft through that financial institution. '' So that information and email address to cancel were seemingly created AFTER I had applied and was approved, without a direct notification of the change. Also keep in mind, had I not altered the automatic payment on the day I applied, they would have taken my XXXX payment BEFORE they notified me I had to cancel the payment on my own, but after they had approved the forbearance. I was also sent an email stating that I would still receive a monthly billing statement in the mail, but I did not have to pay. No mention in that of cancelling an automatic ACH payment in that either. There is also concern that Carrington 's policy is to hold partial payments in a separate account and not applied to the mortgage until the complete balance owed is paid. However, according to their statement, I owed 2 months of payments totaling {$4500.00}. When I asked for the refund, they said they couldn't give it because it was applied to my mortgage and would put it in default. That violates their own policy as stated on my statement. I have contacted them and have been told that they have changed their policy, without notification, to disallow refunds on all applied payments to accounts under forbearance, even if mistakenly done so. I was told this was because they couldn't process a refund that would put my account in default. But my account is in forbearance, it can't be in default, and it's already behind one payment, so this one doesn't affect that. On my first phone call I was told that their escalation team was the highest I could go to get a different decision, and that they didn't want to talk to me because that was their policy. I had to call back to get a representative that would send me to a supervisor. It's plainly clear that they have taken this course of action to get people to unknowingly make automatic payments, in order to mitigate the amount due in their accounts. The notification to cancel the payments is not given during the application process, in the forefront of any correspondence or information from them, whether it's on an account page on the website, emails, letters sent, or even their own webpage, either on their front page or in the section related to COVID-19. This is a significant part of the money I have to live off of until at least XXXX. It's not an inconsequential amount. Without it, I may have a hard time eating, let alone paying a mortgage.
02/06/2018 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • WI
  • 54114
Web Servicemember
Three weeks ago, I received a letter from my ( former ) mortgage lender, XXXX XXXX XXXX, that my mortgage had been purchased by Carrington Mortgage Services, to be effective XX/XX/XXXX. Every day between XX/XX/XXXX and XX/XX/XXXX, I went to the CMS website to learn what my new account number would be, so that my mortgage payment, due on the XXXX, would not be missed, and to set up automated payments. According to their site, they were " unable to locate your account at this time, '' which was understandable. So, on the XXXX, I called their Loan Servicing number. Here is where the nature of my complaint and issues began. After entering the last four of my social security number, I connected with an agent. She then had me verify my social security number several times. Even though I entered the information and verified it, the agent stated that she has my loan information up on the screen and called be by another person 's name. It wasn't until after I told her she had the wrong information, after verifying both my name and social security number once again, did she say she doesn't have any information on me. I explained to her the mortgage purchase, to which she replied not to worry as I have a 60 day grace period, penalty free. I then began to conduct some research on CMS, going through numerous reviews and consumer complaint pages. Not liking what I was seeing, I went back to the CMS website and saw that they wanted complaints to be physically mailed ; working in XX/XX/XXXX, I believed that that would prove futile as there would be no record of my wanting information : having a digital copy makes good business sense, especially in verifying verbal information. Scrolling down, I did find an email address for " Customer Advocacy ''. I sent an email to verify the grace period, to try to get my account number, and to question how someone else 's information could come up and be presented after having verified my information. The response I got was for me to provide my CMS loan number or my property address. Nothing further was touched upon. I emailed the agent who had replied, giving him my address ; the response that follwed was for me to go to the CMS website, log in, and get my account number. This not only proved useless as the site still states " we are unable to locate '', but it also didn't address anything I had asked about or was in need of written verification. With that, I emailed the same agent again, repeating my initial email. The agent replied, asking for my phone number. Between my next response and this email, I called Loan Servicing once again. As before, I entered my social, verified it with the agent once I connected, and before he was able to speak I asked him to verify the name on the account ( I explained to him why ). Once again, it was that other person 's account ... same one as before. This time, the agent offered to change the person 's name to match mine! After I questioned the agent as to why he would do that, he then told me that my grace period was only until the end of the month ( XX/XX/XXXX ). As the new grace period was a far cry from what I was originally told, and with this agent offering to change the account holder 's information, I emailed my reply to the Advocacy agent once again. Besides asking about the last phone call, I explained in the email that I am writing and working with this from work, that I would not be able to speak at length on the phone as I was at work, and that email was my preferred method as it maintained a digital record of the correspondence. I finished by adding that it shouldn't be this hard to get written confirmation about the grace period. That was yesterday. This afternoon I received a response stating " I am unable to continue to try to assist you over email per our company policy ''. However, it should be noted that I am welcome to mail my payment. So then, after repeated contact with the company in trying to get written confirmation or verification on the grace period, after trying to get written answers as to how after giving my information another person 's account comes up, I felt that this is the next logical course. Please keep in mind that I am seeking written confirmation so that I have something documented in the chance that something should go wrong with my account, and that I only sought this method after having read dozens of customer reviews on the company.
04/30/2018 Yes
  • Mortgage
  • FHA mortgage
  • Closing on a mortgage
  • IN
  • 46214
Web
XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX IA XXXX RE : Carrington Mortgage XXXX XXXX XXXX To Whom it May Concern I am an XXXX XXXX single mother of XXXX amazing children, ages XXXX and XXXX. I am reaching out to the CFB to obtain a complete understanding of my current mortgage loan with Carrington Mortgage Services and determine if I truly owe an additional {$27000.00} on my home loan. In XX/XX/XXXX, my now ex-husband lost his job putting us in a very difficult financial situation. As a result, we filed for a loan modification with our lender, XXXX XXXX XXXX. XXXX approved our modification on XX/XX/XXXXwith the following terms : - We would owe an additional {$26000.00}, which would be included in our new total balance of {$100000.00}. Payments would begin on XX/XX/XXXXat {$720.00} per month until XX/XX/XXXX On XX/XX/XXXX my divorce was finalized, granting me sole possession of our home. Although these past three years have been difficult for myself and my children, we remained focused and worked hard. I have continued to make timely monthly payments to XXXX since XX/XX/XXXX. I was fortunate enough to save up enough money to purchase a home for just me and my children. A fresh start. On XX/XX/XXXX I received notice that my loan would be transferred to Carrington on XX/XX/XXXX. Although no account balances were listed on that notice, I do have a payment ledger showing a balance of {$87000.00} as ofXX/XX/XXXX from XXXX During this time I had already begun preparing to list my house for sale. I was pre-approved on XX/XX/XXXX for {$200000.00}. Shortly after that, I received a random call from XXXX XXXX at Carrington indicating that I owe an additional {$27000.00} towards my loan. However, he stated that XXXX did something wrong so Carrington is correcting their error by waiving that amount in full. XXXX stated that he would waive the $ XXXX if I refinanced my loan with Carrington. The new loan would be solely in my name, which would also eliminate the need to involve my ex-husband in the sale of my home. I indicated that this seemed questionable so I asked him to send me verification of this balance. He told me he didnt have anything in writing but could send me a screen shot. I told XXXX that I needed to do some research on this but I would call him back. After doing some research, I was still hesitant so I reached out to XXXX to confirm the information he promised. He again confirmed the interest would be waived and assured me it would not affect the sale or purchase of my new home. He even offered to meet me on Saturday XX/XX/XXXX to finalize the ppwk. Meeting outside normal business hours again seemed odd to me, so I began to include a Carrington supervisor in my correspondence after that. Again, my entire concern was that out of nowhere, someone from Carrington contacted me and stated I owed an additional $ XXXX towards my loan, but no worries, well write that off. I believed that this was a blessing that I never knew I needed. I decided to reach out to my realtor, who accompanied me to Carrington on XX/XX/XXXXto finally meet someone in person who could answer my questions so we could move forward with the process. XXXX again assured me that the process was simple, they do waivers all the time for balances extremely higher than mine. Carrington even promised to reach out to my ex-husband to sign off on the needed ppwk. I completed and provided all of the additional documents to Carrington onXX/XX/XXXX. I followed up with Carrington onXX/XX/XXXX and thats when XXXX replied stating he didnt want to be the bearer of bad news but my waiver was denied. I immediately began inquiring about the waiver process, only to receive very vague answers. At this point I am completely frustrated and I have no idea how to proceed. After everything my children and I have gone through, we cant afford to just accept an additional {$27000.00}. Carrington reached out to me, made several promises and now they are trying to retract everything they told me. I would love the opportunity to speak to someone in detail about this matter. I have so many questions like how do I proceed? Was Carrington acting ethical? Do I indeed owe {$27000.00}? I would be truly grateful for any assistance you can give to help fairly correct this matter.
02/08/2019 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • PA
  • 19463
Web
To whom this may concern This is the second complaint I am filing with carrington mortgage. I feel though my first complaint has not been answered these are issues that have been happening and are still ongoing. Issues with carrington mortgage Part 2. I never received notice my mortgage was transferred Carrington wasn't reporting my Loan until 3 weeks ago when they finally showed up on my credit report. They are reporting me 60-90 days late. They also are reporting that the loan is 9 years and 2 months old. It's saying opened since XX/XX/XXXX which is inaccurate. Carrington is NOW telling me my loan was behind when it was transferred. I spoke with XXXX XXXX XXXX. And they confirmed that my loan was up to date when it was transferred. I was able to access in account online. And it was very confusing. It's showing a unpaid not made on XXXX I was still a boa customer. In fact I made a payment to boa on XXXX. And the XX/XX/XXXX payment still is not posted to my account. So as of today almost 2 months later that payment issue is still not resolved because my account online does not reflect that I still can not make a payment online. Is my 1098 from carrington is not accurate. Payments are not reflected on the interest. - just looking online at my payment history by the interest paid by the payments received my 1098 should read XXXX paid to date. Yet it reads XXXX. - XXXX reports from my XXXX XXXX interest paid to date - Between both mortgages I paid a total of XXXX. With a average of XXXX paid of interest per month - I still do NOT understand or have any explanation from any representative for claiming my loan is delinquent even after consistent emails, phone calls and follow ups. From looking in payments made to carrrington, I have 3 payments made to them on XXXX XXXX XX/XX/XXXX XXXX. Yet my 1089 from carrington does not reflect that And the most recent payment I sent by mail on XX/XX/XXXX. If my loan started on XXXX. That would be 5 months intern with carrington. On my end I owe carrington XXXX addition payment To be up to date. I still have not received a account statement and have never received a statement on a breakdown of my loan Carrington is leaving unsealed, hand deliver notes on my door with all my personal informations I received several letters from carrington all conflicting. From suggesting I have property damage to mortgage assistance All which I faxed over to Carrington with concerns I am constantly being told of in danger if foreclosure when all I want it to pay my mortgage and my account to be accurate. You can not email Carrington. Not even they they website. You can not upload documents with proof or concern you can only fax and even then Carrington will not confirm documents are received They also claim they can not make outgoing calls when requested Since XXXX I been working With a associate XXXX XXXX on getting my account update. I requested since there's so many issues that I only Want to speak with her reguarding my account until all issues are resolved which she understood and agreed. I still get and are getting constant calls for other agents from carrington. My last payment was made XX/XX/XXXX which I sent by check and a required signature since my bank blocked any Carrington payment because of the unauthorized attempts in XXXX My bank flagged them as fraudulent. Till this day I do not even know where my account stands. I get conflicting stories even time i speak to XXXX XXXX of other issues. Looking over my account statement online I was charged fees that nobody can explain to me and fees which I did not agree to. Every statement since I been with carrington I was charged a XXXX for a home inspection. I was always charged a XXXX service fee to make my payment online. Neither of these fees existed were my originated from XXXX XXXX XXXX. Fees only started when carrington took over my mortgage Carrington also stated I am delinquent From XXXX from my online statement yet I was still a XXXX XXXX XXXX. I made my last boa payment on XXXX Lastly Called XXXX XXXX XX/XX/XXXX to confirm payment as disscuss Left voice mail for call back Additionally Called XXXX - XXXX XXXX Followed up with 3 email addressing concerns With no emails or call back
04/11/2019 Yes
  • Mortgage
  • Conventional home mortgage
  • Applying for a mortgage or refinancing an existing mortgage
  • WI
  • 54703
Web
This is my second complaint about Carrington Mortgage and specific to my current problem although past problems have not been properly addressed. This problem is specific to an immediate need to stop a foreclosure sale on XX/XX/2019. Carrington has had me fill out RMA 's ( Request for Mortgage Assistance ) several times in past 6 months. They send a letter saying the packet is complete, it goes to underwriting, then they request additional information, I send information and then receive a Loss Mitigation Cancellation Notice. Then we start again with new RMA and the same thing happens again and again My current urgent problem starts on XX/XX/XXXX when I sent a RMA to Carrington with additional documents as before. I was calling in weekly to check status and I thought all was complete by XX/XX/19after a process of sending documents needed and talking to Carrington Employees. I received notification written onXX/XX/2019of a sheriffs sale on XX/XX/XXXX. I was told in my calls to Carrington that my Loan Modification packet completion would avoid this sale taking place. I continued on with focus on getting this modification complete. I called to CMS to check in on the loan on XX/XX/19, I was told of four additional items needed I would have a complete package. These items were 1 ) Rewrite my profit loss forms to show expenses 2 ) Last filed tax return 3 ) Bank Statements showing Social Security deposits 4 ) Other income from 401K account I was not given a deadline for these documents, I stated I would get these soon. I gathered the documents and they were sent within 3-4 business days. I called CMS on XX/XX/2019check status of loan and I was told Loss Mitigation was cancelled because the 4506T form was not checked in signature box and this left packet incomplete. I tried to tell them that this is not a fact to check on the document upload on thier web site and they can see this was completed with box checked on XX/XX/19. I could not get any cooperation from them as I said I was never notified of a problem when I spoke with someone on XX/XX/19this 4506T was complete and there is proof of completion on their document upload. I called again on XX/XX/2019along with a HUD agent on the line and spoke with Teller XXXX, He looked at form and said this was complete but maybe it was the signature line that looked altered and I would have call back the next business day as loss mitigation was out of the office and that is who I should speak with. I called CMS on XX/XX/XXXX as instructed by teller XXXX. The person I spoke with in loss mitigation asked me to send the entire packet today all together and they would review it. I did as instructed and sent the entire packet together that afternoon. She stated since this packet was complete resending it all at once would let them reopen the loss mitigation. I called CMS on XX/XX/XXXX, and spoke with Teller XXXX who informed me they were not even going to look at this packet this close to sale date. I tried to communicate the point that my packet started on XX/XX/19was complete, this started long before sale date was even notified. I could not get them to understand or even consider my request. I also asked to speak with supervisor XXXX who was just not understanding or did not care what I had to say. They were selling on the XXXX of XX/XX/XXXXand not discussing this further. I also tried to reach XXXX XXXX, A customer advocate at CMS but he did not return my call. Through out the month of XX/XX/2019, I did not receive any notifications of missing documents to my home address. I did not know items were needed until I called to ask CMS employees progress of my modification. I also do not understand why they could go ahead with foreclosure while I was working with them and they have 2 complete and finished RMA 's with all documents as requested. ( summary of documents sent attached ) I did not get notified of the cancellation of my request on XX/XX/19. I was never called, or sent any letters. They make promises and lie to you and request information that they have no intention of using. They must be held accountable to on some level for their actions. I just want to bring my loan current and pay my house payment. Thank You for your time.
03/13/2018 Yes
  • Mortgage
  • Conventional home mortgage
  • Struggling to pay mortgage
  • CA
  • 92021
Web
Carrington Mortgage Services LN XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX On XX/XX/XXXX we started a short sale with Carrington Mortgage Services ( CMS ). On XX/XX/XXXX CMS claimed their XXXX came in at $ XXXX and they countered the buyer to that price. We sent to CMS the Contractors Bid and the Home Inspection Report for them to review for a Value Dispute. CMS responded by countering the buyer even higher at $ XXXX. Keep in mind that the Contractors Bid called out $ XXXX in damage to the home, and that does not include the severe issues to the foundation ( See Home Inspection Report, attached ) which will require an engineers report and bid. When you provide evidence to a lender that there is $ XXXX in damage to the home, as well as severe foundation issues, ask them if their XXXX agent took that into account which they refuse to answer, and they respond by countering even higher than they did before, it becomes readily apparent that CMS makes up their own values. It is obvious that Carrington is refusing to review the extensive damage to the property so that they may do a deed-in-lieu ( which by the way is NOT possible as there is a 2nd TD on the property, though CMS claims they negotiate these with the 2nd TDs all the time ) in order to be able to transfer the file to their retail division which will collect money on the real estate side by listing and selling the property themselves. Refusing to give an appropriate value for the property in order to prevent the short sale from taking place is FRAUD. They are doing this in an attempt to defraud their investor and their own client, and the fraud is happening on many levels within CMS. This is NOT the 1st time this EXACT COMPLAINT has been made against CMS. Not only are there thousands of other people that have filed complaints for these exact reasons, but we too have already filed complaints against CMS for these same reasons. Please see attached CFPB complaints : # XXXX, # XXXX, and # XXXX. I am sure CMS is going to attempt to lie to you, the CFPB, regarding the fraud they are committing. We are getting sick and tired of lenders telling us that they outright LIE to the CFPB, then laugh at us for thinking the CFPB would help. 1. Carrington forecloses on properties for their own gain, and defrauds their investor out of a valid payoff of their loan 2. Carrington forecloses on properties so they may transfer the file to their retail division which will collect money on the real estate side by listing and selling the property themselves Please read # 2 again CMS HAS THEIR OWN RETAIL DIVISION THAT WILL LIST AND SELL PROPERTIES TO THE BENEFIT OF CMS. THEIR ONLY GOAL IS TO FUNNEL ALL THE LOANS THEY SERVICE INTO THEIR OWN COMPANY FOR THEIR OWN FINANCIAL GAIN. We know that CMS has no intention of reviewing this property for a short sale. They never did. They instead want to foreclose on this property and send it to their real estate division which will collect money on the real estate side by listing and selling the property themselves and get paid a commission for the sale. THIS HAS BEEN THEIR GOAL FROM THE BEGINNING. 1 ) We are requesting the CFPB fully investigate CMS and their real estate division because we know from past experience that the actions they are taking are widespread in XXXX California. Their goal is to further profit by selling the home themselves within their own real estate division. 2 ) We want a copy of the XXXX done, as per ECOA guidelines see attached. 3 ) We want an appropriate market value accepted for this property and an approval of the short sale at this market price. 4 ) We want Carrington fined the maximum penalty of $ 1XXXX dollars for continually and purposely committing FRAUD against this homeowner, and since they are defrauding borrower, the investor, and the community, and therefore are not fulfilling their servicing obligations. 5 ) This is not the 1st time this exact complaint has been made to the CFPB. Carrington, in fact, has done this exact thing with many other homeowners. We will be copying this complaint to the Bureau of Real Estate as well as the States Attorney General on this complaint.
04/20/2021 Yes
  • Mortgage
  • FHA mortgage
  • Closing on a mortgage
  • TN
  • 38053
Web
I recently applied for refinance loan with my current mortgage company Carrington Mortgage Services on XX/XX/XXXX. I received a call from XXXX XXXX XXXX of Carrington who was the Loan Officer. He asked what type of loan was I seeking and I stated that I would preferably like a refi with cash out out he said that they could offer me that. Mr. XXXX, the XXXX XXXX informed me that I would have to pay for an appraisal which would cost {$480.00}. I paid the appraisal company that Carrington hired and they came out and appraised the house a few days later in XXXX. XXXX XXXX, the XXXX XXXX XXXX sent me an email stating that my credit report showed that my Carrington Mortgage loan was in forbearance and that I needed to call a Mr. XXXX at XXXX XXXX ) XXXX to clear it up. I did a conference call with Mr. XXXX and employee by the name of XXXX of Carrington mortgage. XXXX informed Mr. XXXX that I was no longer in forbearance and that my payment history with them was pristeen. This information was forward to Mr. XXXX XXXX. On XX/XX/XXXX and XX/XX/XXXX, Mr. XXXX asked me to go to the Carrington website to sign the Pre-closing documents which I did. I also signed all necessary documents and provided income verification, W2 forms etc. This information was forward to MrXXXX XXXX XXXX. Before they could provide me with a closing date the underwriters ran my credit which showed 7 judgments that didn't belong to me. Before they could close they had to clear the title. Mr. XXXX asked me to verify how I had cleared up the judgments and I informed him they weren't mine and did they bother to run the credit report with my social security number. I worked with the title company XXXX XXXX, XXXX XXXX of XXXX. On XX/XX/XXXX the title company cleared the liens and judgements. Mrs. XXXX forwarded the information on XX/XX/XXXX to XXXX XXXX that the title was cleared. Then on XX/XX/XXXX, XXXX XXXX stated underwriters had another issue with my automobile loan that showed a past due amount of {$87.00}. On XX/XX/XXXX XXXX XXXX got confirmation from the credit bureau that the account was not past due and it was reported wrong to the credit bureau. On XX/XX/XXXX I asked XXXX XXXX for a status updated regarding a closing date. On XX/XX/XXXX XXXX XXXX informed me that the underwriters and Loan Officer, which was XXXX XXXX were working on my file. On XX/XX/XXXX I received an email from the Loan Officer XXXX XXXX informing me that due to me having been in a forbearance that I couldn't do a cash out loan per FHA government guidelines. I informed Mr. XXXX that I should have been informed what the criteria was for obtaining a refi with a cash out loan at the beginning of the loan process. I went on to state to MrXXXX XXXX that I felt deceived and that this matter dragged on for 2 months with no one doing their homework about cash out refinances. I informed him if I knew the criteria from the beginning regarding cash out refinance I would have went a different route or they should provided me with another alternative. I informed Mr. XXXX that I wanted a refund of my $ 485t which was paid for the appraisal. He stated that they would see what they could do. I asked Mr. XXXX for the name and phone number of his boss. He stated that his boss would be awaiting my call. I called on XX/XX/XXXX and sent emails to XXXX XXXX and XXXX XXXX to ask them to proceed with the refinance without the cash out since they had already received all my information. I also called Mr. XXXX 's boss XXXX XXXX at XXXX XXXX XXXX XXXX on XX/XX/XXXX and left a message. As of XX/XX/XXXX no call back from Mr. XXXX. I received an email XX/XX/XXXX from Mr. XXXX regarding a Home Loan application in which he wants me to sign an eDisclosure document. At this point I would like the mortgage company to process my request for a refinance without a cash out and to refund me the {$480.00} for the appraisal that was not needed due to the criteria for cash out refinance due to FHA guidelines. I did verify the criteria with a representative from FHA regarding what the criteria was for someone wanted to seek a cash out refi after being out of a forbearance.
02/12/2017 Yes
  • Mortgage
  • Conventional fixed mortgage
  • Loan servicing, payments, escrow account
  • VA
  • 23464
Web
I humbly request assistance resolving concerns I 'm having with my mortgage company, CARRINGTON MORTGAGE ( CM ). They have forced Homeowners Hazard Insurance ( HHI ) upon me for several years and I 'm having numerous complications with CM 's billing practices. One concern is the yearly charge on the monthly statement and on the escrow reviews from CM state that the charge is {$540.00} for HHI. However, the HHI policy declaration from XXXX states that the yearly charge is {$530.00}. That nearly a {$5.00} per year overcharge. The second complication is also a billing issue concerning HHI. It started XX/XX/XXXX. I was charged 3 times for HHI. {$720.00}. XX/XX/XXXX, {$380.00} XX/XX/XXXX and XX/XX/XXXX {$720.00}. I then received XXXX different escrow review statements XX/XX/XXXX, with no explanation on why I received the second review. I started the year paying {$660.00} per month. The 1st escrow review was sent XX/XX/XXXX. My payment changed to {$630.00}. The 2nd review was received XX/XX/XXXX. My payment changed to {$640.00}. I called customer service to request a review because I was paying extra money with each monthly payment and I did n't see that applied on the escrow review. They " found '' {$330.00} in an unapplied funds account. Afterward, I received the final review, my payment changed to {$620.00}. There were XXXX different HHI disbursements on those XXXX escrow reviews. {$720.00} XX/XX/XXXX, {$410.00} XX/XX/XXXX, {$380.00} XX/XX/XXXX, {$380.00} XX/XX/XXXX. The problems expanded XX/XX/XXXX. CM began the cycle of sending placed and cancelled HHI policy declarations for 3 months in a row. example : XX/XX/XXXX received NOTICE OF LENDER PLACED HHI. XX/XX/XXXX received NOTICE OF REFUND AND CANCELLATION OF LENDER PLACED HHI. There was never a refund amount because CM " were unable to verify coverage for the following reason : The information you have provided does not indicate that you have a refund due ''. On the XX/XX/XXXX monthly statement I had XXXX HHI disbursements. XX/XX/XXXX {$540.00}. XX/XX/XXXX {$44.00} & XX/XX/XXXX {$44.00}. On the XX/XX/XXXX statement {$540.00} was charged for HHI. I called customer service to question the charges. The rep informed me that the payment was for the XX/XX/XXXX HHI that was never paid. She alleged that I had not paid the HHI for the previous year and that they had failed to notice it until now. I questioned how CM could bill me a year after the payment was supposed to be made even though I could provide statements that I was billed for HHI several times. The rep instructed me to put my request in writing and fax it to the research dept. She stated that the HHI dept was outsourced and that they had nothing to do with the billing. I wrote a request and sent it the following day and I 'm still waiting to hear back from CM. The pattern of overcharging continued into XX/XX/XXXX. On my XX/XX/XXXX statement I had XXXX HHI disbursement charges XX/XX/XXXX {$89.00} & XX/XX/XXXX {$44.00}. XX/XX/XXXX I procured my own HHI. XX/XX/XXXX, XX/XX/XXXX I received in the mail NOTICE OF REFUND AND CANCELLATION OF LENDER PLACED HHI. It stated that a refund of {$1.00} was credited to my account. A premium of {$350.00} was charged for the time the policy was in place. I called customer service and spoke with XXXX # XXXX & XXXX on the escalations team. I questioned why the refund was only {$1.00} since I was charged {$540.00} for the policy and only {$350.00} was deducted. I questioned as to the monthly and yearly charges that still appeared on my monthly statements. I was shocked when XXXX stated that customer service was only there to take payments and not to answer questions like these. She gave me the standard company policy excuse of writing a letter to research. I decided to write to you instead. I 'm hoping by writing this letter I can get some clarification from my mortgage company concerning their billing practices. I 've gotten no response from CM and I feel like I have no recourse for their blatant overcharging for my HHI. I will provide all escrow reviews and HHI documents upon request.Thank you in advance.
09/07/2020 Yes
  • Mortgage
  • FHA mortgage
  • Struggling to pay mortgage
  • MI
  • 49006
Web
I filed a complaint with the XXXX, but all they can do is mediate and Carrington ignored my complaints even though I have a strong and honest argument. The office of Senator XXXX recommended that I file a complaint with you. Carrington countered my XXXX complaint focusing on points that had nothing to do with the issue. Afterwards, I sent a letter asking Carrington to pull their phone records when I spoke to a Supervisor who agreed that I sent everything that was needed originally in time to prevent going into foreclosure, which lead me to getting on a forebearance plan. They refused my request to pull and review their phone records, which I believe is another violation of my rights. After pleading my case to a Carrington Supervisor the foreclosure was postponed and I was put on a forebearance plan, but they never corrected the foreclosure fees ( should of never went into foreclosure ) that I incurred due to their mistakes. Simply put, the issue is that their Rep 's negligence in not recognizing my unemployment benefit statements as " paychecks '' and not knowing that my mother 's income information is not needed when applying for assistance ( due to my quit claim deed on file ) is what lead to my application getting marked incorrectly as incomplete, which then caused me to go into foreclosure and accumulate a ton of fees. This is my full XXXX complaint below : I'm upset because I applied for mortgage assistance through Carrington and they kept making mistakes claiming that my application was incomplete when it actually wasn't. The Rep named XXXX XXXX told me to send in check stubs when I clearly stated that I was unemployed ( you don't get check stubs ) and sent proofs of my unemployment claim, benefit letter, and one month of checking account history. From a previous application for assistance I also already sent in a quit claim deed that showed my mother has nothing to do with the Loan and that they only need my information ( confirmed by XXXX XXXX XXXX ). I've fought with a Rep Named XXXX and had to speak to her Supervisor to get my assistance approved in the past and recognize the quit claim deed. After several emails and phone calls I got a letter asking for pay stubs, one month of my checking account history, and all of the same information from my mother ( when I already sent in all of the sufficient information. ) This is around XX/XX/XXXX. So I then email all of the same information again! Later, a month passes and I get a letter stating that I have gone into foreclosure! I then have to call Carrington, fight with several reps, and finally escalate to a Supervisor who agrees that I sent all of the proper documentation in time. So they then place me on a special FHA forbearance plan, but I'm stuck being held responsible for {$3700.00} when I did everything in advance correctly. I believe this is a violation of the fair debt collection act and/or unethical business practices/discrimination against a XXXX ( XXXX XXXX and XXXX ) XXXX XXXX low income single father. Desired Outcome/Settlement Desired Settlement : Billing Adjustment I'd like a billing adjustment of the foreclosure fees- {$3700.00} because I believe they were charged incorrectly and/or maliciously when I turned in a complete application for assistance on time and refund for all of the late charges and interest that I've paid due to these fees, and all delinquent and/or negative credit reporting disputed/removed for my Mother for the total period of time the loan has been with Carrington and all negative credit reporting disputed/removed for myself from XX/XX/XXXX to present is fair. Complaint Details Nature of Complaint : Billing or Collection Issues Date Problem Occured : XX/XX/XXXX XXXX XXXX Date ( s ) Complained : XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX Purchase Date : XX/XX/XXXX XXXX XXXX Salesperson : XXXX, XXXX Complaint Details ( cont. ) Product/Service : Request for loan assistance Model # : n/a Account # : n/a Order # : Loan # XXXX Purchase Price : XXXX Payment : None Provided None Provided Disputed Amount : XXXX
01/17/2018 Yes
  • Credit reporting, credit repair services, or other personal consumer reports
  • Credit reporting
  • Incorrect information on your report
  • Account status incorrect
  • VA
  • 22026
Web
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XX/XX/XXXX To whom it may concern : This letter is a complaint against Carrington Mortgage Services , LLC based in California and Texas. I am filing this complaint because I believe I am getting unfair treatment in the loan modification I was approved for in XX/XX/XXXX. Time line : Searched for home in XX/XX/XXXX Found place in XX/XX/XXXX Obtained financing for loan for down payment through my retirement savings. Secured loan through Carrington Mortgage Services at 6 %. After negotiating accepted price. XXXX XXXX who used to work at Carrington messed up on loan documents where she did not secure enough funds to cover the escrow account. On the day of closing XXXX XXXX did not fax the documents over and was still recalculating numbers at XXXX XXXX XXXX XXXX. I sat at the lawyers office from XXXX XXXX XXXX XXXX to after XXXX XXXX. In the end she was asking that I put down more money at which time I had already put down {$21000.00} taken from my retirement fund. Six months later my mortgage payment was being increased due to this error. In XX/XX/XXXX, I refinanced property to lower payment from {$1400.00} to {$1300.00}. Payment was manageable. In XX/XX/XXXX received another notice that mortgage was increasing to {$1500.00}. Not enough escrow in account. In addition property taxes increased slightly. Negotiated with Carrington to have shortage spread out over a year. New payment now {$1500.00}. Over what I could afford but still paid it. Applied for a loan modification and was accepted. New payment was decreased by only XXXX. After finding out that I would have to repay {$18000.00} upon the sale of the home, I declined the modification and continued to pay the {$1500.00} plus late fees. I was told that my home could be foreclosed on if I paid late. Payments were late but never rolled over into next month. Suffered by paying late fees in addition I paid overdraft fees in excess of {$300.00} per month to bank to cover mortgage and utilities. Sought help in the Virginia Cooperation Housing organization. Representative convinced me to reapply for a loan modification because that was the best option and that Carrington would help me. I reapplied in XX/XX/XXXX/XX/XX/XXXX and was denied because Carrington stated that I had not submitted all the paperwork. Paperwork was submitted through the representative at the Housing organization supposedly helping me. I called Carrington and was told to reapply and make sure I submitted all the required documents. I did so in XX/XX/XXXX and was approved. I received the paperwork for the trial period and was told in the document to not make my normal payment in XX/XX/XXXX but to start making the trial period payment of {$1200.00} in XX/XX/XXXX. I phoned Carrington I followed those instructions. No representative of Carrington ever disclosed that I would be reported to the credit bureaus as paying late. Which is what they did. They have blocked me from viewing my account in XX/XX/XXXX when the modification was approved but I am able to now go into documents and view statements showing payments late and notes a risk of foreclosure on home if payments are not brought up to date. Ive received several letters since applying for the loan modification all providing conflicting information. ( see enclosed. ) Is there any legal action I can take to remedy this situation against this company? I feel I have been taken advantage of and no one at Carrington cares about their customers. Ever since moving into this property I have no peace of mind and worry that their deceptive practices will still cost me my home and I lose the investment of {$21000.00} I used to purchase this place. Each document I received gave different information which is confusing to the recipient. If it is the practice of Carrington Mortgage to notate customers late on payments they should provide that information upfront when I asked them. No representative I spoke to told me to continue to make XX/XX/XXXX and XX/XX/XXXX's payment. Sincerely, XXXX XXXX XXXX Enclosures
10/02/2018 Yes
  • Mortgage
  • Conventional home mortgage
  • Struggling to pay mortgage
  • MO
  • 64012
Web Older American, Servicemember
I received a Loan Modification approval letter from XXXX dated XX/XX/XXXX. The information included in this letter showed a new principal balance of XXXX at 3 % interest and payments of XXXX. ( There was also a clause in Summary under Borrower Incentive that stated that If you make your monthly mortgage payments on time, you will earn a one-time principal reduction in the amount of {$5000.00} payable on the 6th anniversary of the month in which the trial period plan is executed. ) I was making timely mortgage payments and thought all was going well. Then, on XX/XX/XXXX, I received a Notice of Servicing Transfer from Carrington Mortgage Services , LLC in XXXX, IN. This letter was dated XX/XX/XXXX but I didnt receive it until XX/XX/XXXX!! There was no postmark on the envelope. This letter indicated that I should make my payments due on or after XX/XX/XXXX to them at a XXXX, AZ PO Box address. I was diagnosed with XXXX XXXX on XX/XX/XXXX. From XXXX, XXXX through XXXX, XXXX, I had multiple XXXX and was treated with XXXX to treat my XXXX. While I was undergoing treatment, I was unable to work full time and my income was drastically reduced. I made several payments to Carrington Mortgage that were at least {$100.00} more than the minimum amount because I was unable to make a payment every month. I contacted Carrington Mortgage by phone several times from XXXX, XXXX through XXXX, XXXX requesting access to their website or a mailed statement to determine the status of my account. I was given a number of reasons why I wasnt able to access my account on their website, including that their records showed that I was in bankruptcy and they couldnt provide the requested information. My husband and I did file bankruptcy several years ago but it was discharged in XXXX, XXXX. I was promised that I would receive a mailed statement but have yet to receive one as of this date. The last payment I sent to Carrington was dated XX/XX/XXXX for {$700.00}. HOWEVER, this payment was returned to my bank on XX/XX/XXXX. I contacted Carrington by phone several times to try to make arrangements for some kind of assistance. I was told that I could go to their website and download the necessary paper work and they would refer my case to the proper department. When I visited their website, I was unable to get the information I needed. I received a Notice of Intent to Foreclose dated XX/XX/XXXX. I immediately called but was unable to reach them as their business hours did not include any that were convenient for me. When I finally reached someone, I was told where on their website to download the necessary forms to apply for mortgage assistance. I emailed the Request for Mortgage Assistance and the required documentation on XX/XX/XXXX. I received a notice dated XX/XX/XXXX that my application was incomplete, asking for additional documentation. I promptly emailed the requested documentation. I received a notice dated XX/XX/XXXX stating Your Application is Complete. Then, I received an Additional Documentation Required notice dated XX/XX/XXXX! I emailed this documentation on XX/XX/XXXX. I received a Loss Mitigation Evaluation Notice dated XX/XX/XXXX that stated that I was ineligible for anything except Home Liquidation. I sent an appeal to Carrington on XX/XX/XXXX because they misstated my income in their evaluation notice. I then received a Formal Appeal Notification dated XX/XX/XXXX that my request has been denied. When I called to determine the reason why, I was transferred to 3 different people. The only thing I determined was that I needed to come up with {$5400.00} to bring the account current and that a repayment schedule was not acceptable. In todays mail is a Notice of Intent to Foreclose dated XX/XX/XXXX. At this point, I dont know what to do!! I have applied and was denied mortgage assistance, modification, forbearance or ANY type of repayment plan. I do NOT want to lose my home. AND, I would like to work out some kind of repayment plan with Carrington Mortgage in order to continue to live in my home.
03/10/2018 Yes
  • Mortgage
  • Conventional home mortgage
  • Struggling to pay mortgage
  • CA
  • 92166
Web
We had a Mortgage with XXXX XXXX XXXXXXXX and in XX/XX/XXXX we negotiated a short-sale with them and had a cash buyer for {$130.00}. We had submitted all the hardship letters, bank statement etc to the bank and everything was agreed for the short sale to proceed. XXXX XXXX XXXX in their efforts to close this sale took myself and husband off the Title - we never signed anything with them to do this. There was a problem with the Title and the cash buyer we had walked away from the property after waiting for 6 months to get possession of the property. We were notified via a Court document that we no longer had any legal rights to the property Because of this we were unable to do another short-sale or anything with the property. We spent many frustrating hours on the phone with XXXX XXXX XXXX trying to get this matter rectified. We spoke to every department sent letters and emails to no avail. I spoke to deed in lieu department and they told me I could not do a deed in lieu because we were not on the title. In XX/XX/XXXX our loan was sold to XXXX XXXX XXXX. They contacted us to find out what was going on with the mortgage. I explained the situation to them. They said they would look into the matter and see if we could do a deed in lieu. I asked the representative that I was working with if there were be any consequences in doing this with them and he said no they would just take the property back and we would be done with it. I heard back from Carrington Mortgage stating that their attorney came back with the title report and advised that myself and my husband were not on the title to the home. There was a court ruling that took our names off the title back in XX/XX/XXXX - as stated above we never signed any court documents with XXXX XXXX XXXX. Carrington Mortgage also states that the previous servicer, however, never released the lien and reported the transfer complete. They stated that we did not have to sign any further documentation with them. Our credit report were severally affected by all of this and I asked Carrington Mortgage if they could clear our credit reports. Their reply was there may be a way to have the credit reporting fixed so the loan does not show up after you and your husband were taken off the title in XX/XX/XXXX. They asked us to draft a letter giving an overview of the situation starting with our hardship up to dealing with the XXXX XXXX XXXXXXXX and trying to get this sorted out. They said once they received this letter, my supervisor and I will take it to our Vice President and get working on fixing the credit. They did fix our credit. Clearly they could see from the documentation sent to them that we had a case. I received a XXXX stating that we were personally liable for {$140000.00} which I am now expected to pay taxes on. I sent an email to the person I have been dealing with at Carrington Mortgage on XX/XX/XXXX stating that my understanding was that after talking to you that this debt would be forgiven once you cleaned up the title. I asked him at the time we spoke on the phone what were the repercussions of you taking this property back and itw as stated that there would be none " we will take it back and it will just go away. It was never disclosed to me that we would be personally liable for the debt. I have left 3 messages for XXXX XXXX to call me back and none of my calls have been returned nor do I have an answer on my email that I sent on XX/XX/XXXX. I called Carrington 's customer service division today and spent an hour on the phone with various people all stating that they can do nothing about this. How can we be personally liable for a debt when we do not own the house? We had a clear agreement with the XXXX XXXX XXXXXXXX back in XX/XX/XXXX for a short-sale that they messed up - and they took us off the title leaving us with no recourse. I do not know who owned the house after XXXX XXXX XXXXXXXX took us off the title or why they could not complete the short-sale but I do not believe we are personally liable for anything on a property we did not own.
04/20/2017 Yes
  • Mortgage
  • Conventional adjustable mortgage (ARM)
  • Loan servicing, payments, escrow account
  • FL
  • 32043
Web Servicemember
XXXX XXXX Carrington provided the cash payment amount required to bring the property out of Foreclosure to Attorney. Payment agreed to and paid in full. Carrington was to provide information to Attorney regarding the Claim of an Escrow Account deficiency with validation from XXXX XXXX XXXX and certify its correctness. Carrington has been unable to provide the validation to Attorney. Carrington was to provide payment plan ( 4 to 5 years ) upon validation of the Escrow Account deficiency. Carrington has been unable to provide the payment plan to Attorney. XXXX XXXX Phone call attempts starting in XXXX XXXX to Carrington about the Escrow Account status. Carrington had no supporting information for Attorney. Made several phone calls starting in XXXX XXXX to Carrington to validate the monthly payment amount of {$2300.00} Carrington validated the payment as being {$2300.00} to Attorney. XXXX XXXX Carrington sends Notice of Intent to Fo reclose stating that they did not receive the XXXX XXXX payment. Call to Carrington XXXX XXXX and spoke with XXXX XXXX to discuss missing payment. Thinking the reason the payment did not get posted was because of sending {$2600.00} XXXX {$300.00} too much ) by mistake. XXXX XXXX says that the {$300.00} overpayment is not the issue. XXXX XXXX spends a very long time researching the matter and finds ( Carrington Negligence ) Carrington was required by the Mortgage Contract to adjust the Mortgage Rate in XXXX XXXX , prior to the Foreclosure Settlement Agreed to. The Contract had matured past th e 10yr fix ed no interest point requiring the adjustment ( Contract si gned XXXX XXXX ). Carrington did not follow the Mortgage Contract requirement in XXXX XXXX and DID NOT adjust the payment to the XXXX XXXX interest rate. Carrington committed Fraud and waited to adjust the interest rate to the higher rates in XXXX XXXX to set the new payment to {$4900.00}. Carrington has used the fraudulent interest rate and applied it as the " required '' monthly mortgage payment. Carrington did not provide any notification of the change. XXXX XXXX was unable to provide any information as to a correct and legal payment, and had to research the matter. XXXX XXXX instructed : continue making the monthly payment amount ( {$2300.00} ) required under the last known legal payment amount. Have been making the only " known '' legal payment of {$2300.00} on time each and every month from XXXX XXXX through XXXX XXXX ( Payments have been returned by Carrington to Attorney since XXXX XXXX , but have continued to make the last known legal payment anyway ). XXXX XXXX corresponds that Carrington ' s solution to Carrington negligence is to submit a loan modification since they are unable to determine a correct monthly payment. Use a XXXX XXXX XXXX to submit the loan modification package. XXXX XXXX Loan Modification package submitted Carrington fraudulently reporting negatively to the credit companies. Carrington repo rting that payments are not being made. Notified XXXX XXXX by email and by phone requesting Carrington cease and desist from the fraudulent credit reporting. XXXX XXXX says by phone that the negative reporting was an easy fix and would be corrected. NOTE : The fraudulent negative credit reporting did not get corrected and has continued to the present ( XXXX XXXX ). Numerous emails have been sent to Carrington to cease and desist. They refuse to cooperate and have caused harm to financial reputation. XXXX XXXX through XXXX XXXX Attorney, and contracted XXXX XXXX XXXX cooperated fully with ALL Additional Information Requests during the Loan Modification Process, but Carrington continued to ask for same docs over and over again. XXXX XXXX Loan Mod cancelled by Carrington - claimed all documents not received in time ... FALSE
01/21/2020 Yes
  • Mortgage
  • FHA mortgage
  • Struggling to pay mortgage
  • MD
  • 20607
Web
I am XXXX XXXX employee writing to request assistance with saving my home. I am having a very difficult time with getting a loan modification or forbearance to save my home. The need for mortgage assistance is born out of there being a shortage in my escrow which created an increase by nearly {$950.00} in XXXX of XXXX. Simultaneously, my paycheck was being garnished for medical bills due to a XXXX XXXX to remove a XXXX and subsequently a massive car accident that left me with a XXXX XXXX. The car incident required me to have additional XXXX to prevent XXXX. The change in mortgage payment along with the financial stress partially due to garnishments caused me to seek modification through a law firm. I met with the law firm to discuss getting a loan modification as well as potentially filing bankruptcy. The meeting resulted in the lawyers communicating that the first course was to file modification paperwork, to obtain a modification to get my mortgage payment back to its original monthly payment. After the modification was complete, I was to file a Chapter XXXX bankruptcy to address the medical bill issues. Due to the garnishments and normal living expenses the fee for the modification took longer than anticipated. I was instructed to not worry about paying the mortgage due to realistically not being afford the monthly payment and once the modification is completed it would nullify the mortgage nonpayment. The modification application was formally submitted in late XXXX. The mortgage company denied the initial modification in XXXX of XXXX. The attorneys begin to discuss filling the Chapter XXXX first then refilling the modification. In early XXXX I received a notice of intent of foreclosure by the mortgage company on XX/XX/XXXX. The attorneys filled the chapter XXXX on XX/XX/XXXX avert the foreclosure. In the meantime, the once the Chapter XXXX was filled the mortgage company reached out to the attorney handling the modification and informed him to refill the modification paperwork. It was filled and denied in late XXXX. Once the mortgage company denied the modification in XX/XX/XXXX and the lawyers that were assisting me basically abandoned me. Simply put they left me out to dry. The mortgage company which is Carrington is making it difficult for me to save my house. As a result of the lawyer abandonment regarding my modification and bankruptcy I sought another attorney to help with finalizing the terms and conditions for my Chapter XXXX bankruptcy. I simply need help with saving my home. I had secure to another attorney and have been made aware of the numerous mistakes my initial attorneys made with my case. The most egregious being if I did not receive a modification, I would willfully relinquish my home. This was never communicated to me because I would have NEVER agreed to willfully relinquish my home under any circumstances. My new attorney has put together a trustee payment plan that will address the arrears caused by not paying the mortgage but advised that a modification or forbearance if the only sure mechanism to once and for all ensure this nightmare is fully behind me and my family. To really help comprehend the importance of my determination or desire to save my house. This house has been the central point of my survival and existence over the last 13 years. I was divorced when I purchased it in XXXX. This house was a critical part of my recovery from losing my family, marriage, XXXX XXXX and XXXX XXXX. In this house I learned how to walk, talk and function all over again about 6 years ago, which took 2 years to fully recover. So, this house means far more than anyone can imagine. I was re-married in this house. *Note I was just informed that even though my Chapter XXXX plan was accepted recently which includes the bulk of the outstanding mortgage payments the mortgage company still filed asking the court for a waiver on the stay so they can foreclose on my house
03/21/2016 Yes
  • Mortgage
  • FHA mortgage
  • Loan servicing, payments, escrow account
  • MI
  • 48439
Web
Carrington Mortgage acquired my loan from XXXX in XXXX XXXX. At the time of my loan being transferred, I had not paid XXXX XXXX payment to XXXX yet. I called XXXX on or around XXXX XXXX, to make the payment but was told that I could not do so, as they no longer had my loan information. I was instructed to call Carrington, which I did the very next day. I was told by Carrington that I could not make the payment because my loan account had not been completely set up and established yet. I was asked to call back after XXXX XXXX, XXXX, which I did and the XXXX XXXX mortgage payment was made on XXXX XXXX. Due to not being able to make XXXX payment at that same time, Carrington offered me a mortgage assistance program, which I believed would lower my monthly mortgage for a certain time period so that I could deal with some unexpected financial matters relating to flooding basement and car repairs. So I began to work with Carrington on the paperwork this assistance. I was told on multiple occasions that no negative information would be reported to the credit bureaus about my loan within the first 60 days of the loan being transferred. Since the loan transferred on XXXX XXXX, XXXX, I was assured not to worry about any negative impact on my credit. Even so, I managed to borrow money to pay XXXX 's mortgage ( on XXXX/XXXX/XXXX ). I was informed by Carrington in XXXX that my monthly mortgage amount would actually increase more than {$100.00} per month with this mortgage assistance and that a 3 month trial payment would begin in XXXX XXXX if I accepted. I was told that the benefit in this is that I would n't have to pay XXXX ( which I had not paid yet ) or XXXX mortgage. After considering all options, I declined to accept this help. I clearly explained this to Carrington Mortgage during several telephone conversations and I did n't sign & return the acceptance letter. At the time that I declined this offer, it should be noted that I was not even 30 days past due in my mortgage. I borrowed money again and paid both XXXX and XXXX XXXX mortgage on or before XXXX XXXX, XXXX. I have never been 30 days past due with Carrington Mortgage Co. The XXXX XXXX mortgage was paid on XXXX/XXXX/XXXX ; the XXXX XXXX mortgage was paid on XXXX/XXXX/XXXX ; the XXXX & XXXX XXXX ( as well as any outstanding late fees ) was paid by XXXX/XXXX/XXXX ; the XXXX XXXX mortgage was paid on XXXX/XXXX/XXXX ; and the XXXX XXXX mortgage was paid on XXXX/XXXX/XXXX. I always pay at the end of the month because I take XXXX of the mtg from my first & XXXX from my second paycheck - but I have NEVER missed a payment to Carrington. I am filing this complaint because I was made aware today by my credit union, that Carrington Mortgage XXXX has reported to the credit bureaus that I am on a payment plan ( with a past due amount ) AND that I was 30 days past due more than 3 times since acquiring my loan in XXXX. As a result, my credit score has dropped from a XXXX to XXXX. I called Carrington Mortgage ( on XXXX @ approx. XXXX XXXX. ) and spoke with XXXX in customer service. She confirmed the negative reporting as correct. She informed me that Carrington reported me 30 days past due in XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX. This is completely inaccurate. 1. Carrington was not even the loan holder in XXXX XXXX - so how could they report negative information about that timeframe. 2. I was told on multiple occasions that no negative information is reported to the credit agencies for the first 60 days when loan transfers. 3. I was assured that no negative information would be reporting to the credit agencies while I was applying for mtg asst. 4. I did not accept the mtg asst, so Carrington can not report to the credit agencies that I am ( or have ever been ) on a payment plan with a past due amount! And 5. XXXX mortgage payments were made in on XXXX ( XXXX & XXXX XXXX ) & fees, so I have never been 30 days past due and there is no past due balance.
04/19/2017 Yes
  • Debt collection
  • I do not know
  • Cont'd attempts collect debt not owed
  • Debt is not mine
  • VA
  • 23324
Web
Dear CARRINGTON MORTGAGE SERVICES ( " CMS '' ), XXXX XXXX XXXX XXXX XXXX " XXXX '' and XXXX XXXX XXXX XXXX A " XXXX '' : I received correspondence from you dated XXXX / XXXX / XXXX , XXXX / XXXX / XXXX , and XXXX / XXXX / XXXX stating, " This communication is from a debt collector and it is for the purposes of collecting a debt and any information obtained will be used for that purpose ' '. [ Em phasis added ] I have also received your correspondence sent via the mail dated XXXX / XXXX / XXXX in response to my complaint against you to the Consumer Financial Protection Bureau ( Case No. XXXX ) also stating the same. This correspondence is to enforce compliance with the Fair Debt Collection Practices Act ( " FDCPA '' o r " Act '' ) and to notify you that pursuant 15 USC 1692k ( a ) ( 1 ) that CMS, XXXX , and XXXX are liable for " actual damage sustained '' by the Consumer as a result of your failure to comply with the Act, evidenced by the communications I received from you dated XXXX / XXXX / XXXX , XXXX / XXXX / XXXX , and XXXX / XXXX / XXXX . Notice of additional violations committed by CMS, XXXX and XXXX evidenced by the communication I from you received dated XXXX / XXXX / XXXX are documented by me under a separate cover dated XXXX / XXXX / XXXX . Notice is given that I will not be engaging in any legal debates or arguments with you. There is no argument with the law. Any argument would be a deceptive practice and a continual violation of the FDCPA. I am ENFORCING the law under the authority recognized and granted the Consumer by congress under FDCPA. Congress intended the Act to be " primarily self-enforcing, '' in that " consumers who have been subjected to collection abuses will be enforcing compliance, ''. See S. Rep. No. 95-382, at 5 ( 1977 ). '' I am uninterested in any false notions that the Consumer must pursue a cause of action or other similar legal action in court in order to determine, establish or enforce liability for " actual damage sustained '' by the Consumer as a result of your failure to comply with the FDCPA. Please spare me any such nonsense. 15 USC 1692k ( a ) ( 1 ) clearly states that a " debt collector who fails to comply with any provision of this subchapter with re spect to any person is liable to such person in an amount equal to the sum of [ ] any actual damage sustained by such person as a result of such failure ''. Nowhere in 15 USC 1692k ( a ) does it state or imply that the Consumer is required to bring a " legal action '' before " the court '' in order to determine, establish, or enforce liability for " actual damage sustained by '' the Consumer as a result of a " debt collector who fails to comply with '' the FDCPA. The Consumer 's authority operates independent of " the court ''. Only " in the case of [ an ] action '' by a consumer is the court involved -- and even then -- ONLY to determine " such additional damages as the court may allow ''. See 15 USC 1692k ( a ) ( 1 ) and 1692k ( b ). Any debt collector that violates any provision of the FDCPA abuses the consumer, and " is liable to such person in an amount equal to the sum of [ ] any actual damage sustained ''. CARRINGTON, XXXX , and XXXX have violated the FDCPA, and thus have abused and injured the Consumer. In exercise of my right to enforce compliance I have enclosed for each of you individually an Invoice " equal to the amount of actual damage sustained ''. THIS IS A DEMAND FOR PAYMENT. You have 15 days from receipt of the invoice to pay the full balance. Pursuant 15 USC 1692e : A debt collector may not use any false, deceptive, or misleading representation or means in connection with the collection of any debt. CMS , XXXX , and XXXX have failed to comply with these and multiple other provisions of the FDCPA. As you are well aware and have full knowledge of, I neither now, nor ever have had any financial dealings with C
04/19/2017 Yes
  • Debt collection
  • I do not know
  • Cont'd attempts collect debt not owed
  • Debt is not mine
  • VA
  • 23324
Web
Dear XXXX XXXX XXXX , XXXX ( " XXXX '' ) : On XXXX / XXXX / XXXX I received a communication from you dated XXXX / XXXX / XXXX . Your letter states : Our firm has been informed by the Servicer that as of XXXX XXXX , XXXX , the amount of the debt is {$260000.00}. Your letter further states " This is not a demand for payment '', yet includes in bold print an " IMPORTANT NOTICE '' stating, " This communication is from a debt collector attempting to collect a debt... Unless you dispute the validity of the debt, or a portion thereof... this firm will assume the debt is valid. '' [ Emphasis added ] I found your communication to be confusing, misleading and deceptive. I am aware that XXXX is in the regular business of collecting debt in the state of Virginia, and that because XXXX " regularly collects or attempts to collect debts owed or due or asserted to be owed or due another '', using the mails and other instrumentalities of interstate commerce, pursuant 15 USC 1692a ( 6 ) XXXX is a " debt collector ''. It is also notable that the Fair Debt Collection Practices Act 's ( " FDCPA '' or " Act '' ) definition of debt collector does not include any requirement that a debt collector be engaged in an activity by which it makes a " demand for payment '', in order for its misrepresentations or other prohibited conduct to be actionable. In other words, because XXXX regularly collects or attempts to collect debts allegedly owed another ( i.e., is a " debt collector ' ' ), the fact that you allege your communication " is not a demand for payment '' in no way immunizes XXXX from liability for misrepresentations you made or other behavior prohibited by the FDCPA when collecting or attempting to collect an alleged debt directly or indirectly. To the contrary to violate the FDCPA, a debt collector needs only to have used a prohibited practice " in connection with the collection of any debt '' or in an " attempt to collect any debt. '' Your communication is confusing, misleading, and deceptive, because the statement " This is not a demand for payment '' creates confusion and uncertainty about the need to respond and about the true nature of the risk associated with not responding. Your letter creates the false impression that because it purportedly is not a demand for payment failing to respond is inconsequential. Yet, on the other hand your communication admits that failing to " dispute the validity of the debt '' would result in XXXX assuming the alleged debt is valid -- an assumption that could impact the Consumer negatively. For example, an incorrect assumption about the validity of the alleged debt if unrebutted would leave the Consumer vulnerable to fraudulent activity, like the furnishing of forged financial instruments and other documents for the purpose of fabricating the appearance of a secured interest in the Consumer 's personal dwelling and homestea d ( a n interest that otherwise can not exist absent a valid debt ). Next, the attempt to collect the alleged debt could potentially escalate into so call foreclosure proceedings and the possible illegitimate dispossession of the Consumer 's personal dwelling and homestead via illegal asset forfeiture, whi ch may have been avoided if not for deceptive and confusing debt collection communication. This is precisely why the FDCPA prohibits debt collectors fr om using " misleading representations ''. It is a fact that XXXX is a " debt collector '' and was directly or indirectly attempting to collect an alleged debt in behalf of its principal ( s ) CARRINGTON MORTGAGE SERVICES, LLC ( " CMS '' ) the alleged Servicer, and/or XXXX XXXX XXXX XXXX , AS TRUSTEE OF XXXX XXXX XXXX XXXX A ( " XXXX '' ), the alleged creditor, when mailing its communication to the Consumer. CMS and/or XXXX , who are also both debt collectors as defined under the FDCPA, have contracted
05/06/2016 Yes
  • Mortgage
  • Conventional adjustable mortgage (ARM)
  • Loan modification,collection,foreclosure
  • NJ
  • 07631
Web
I got a bad loan from XXXX XXXX in XXXX XXXX. My house was appraised for more then what the house was valued to buy it. I had the loan for under XXXX XXXX up until XX/XX/XXXX/XX/XX/XXXX when Carrington took over. I dont understand what was going on. It stated XXXX doesnt payments because they are out of business and Carringtion will collect payments. I never signed anything and I believe my mortgage was not suppose to be transfered. I had a 2yr arm at the time. In XXXX XXXX my income went down based on my business was not doing good. I stopped paying by XXXX XXXX. I tried to work it out with Carrington but it did not go smooth. So I hired someone to help modify my loan. In return I was referred to a law firm who did my loan mod from XXXX XXXX - about XX/XX/XXXX/XX/XX/XXXX when I believe the mod was done. The bank gave load mod, but all it did was add all arrears on the principal and I was still given a new revised ARM loan mod. The House was never valued then {$210000.00} from when I bought it to present. I was given a {$280000.00} Loan ( XXXX ) on a house that isnt worth that. Now the loan is {$360000.00} ( loan was modded under Carringtons servicing ) and the house still only remains valued at {$210000.00} or less. The house was then put up from short sale between XX/XX/XXXX-XX/XX/XXXX only to find out that, either the bank or realtor was lying about what was going on. The realtor said she was in contact with the bank, Carrington said they only had an office number with a different contact, but there was no contact going on. About XXXX XXXX, I have been trying to get a loan mod done. Everytime time I submitted a mod package myself, Carrington and its services reps finds a way to deny me. It is " always '' one piece of paperwork that is missing and why I get denied. Funny thing is I never received a letter from them saying why I was denied. Ive been recorded several times stating that. I hired a firm I thought who had a lawyer to help me. The kept a log which i have on documents submitted. Again every that company saw that Carrington was trying to deny me without even processing me. It got worse. I had to stop the sheriff sale twice within the last few months. XXXX XXXX I got the sale date pushed back to XXXX XXXX. Then in XXXX XXXX I had to go in front of the judge. A rep from the bank was on speaker phone. I pleaded to the judge Carrington is not giving me suffient time nor answers to make a loan mod. I showed proof I am actively working to save my home. I have always stated I intend to keep my home. So they know that, they arent giving me a chance at all because I feel they dont want me to get a loan mod. I had to file bankruptcy chapter XXXX XXXX XXXX. I saw the trustee on XXXX XXXX only for Carrington to still have an active sale date to sale. Im XXXX man going against a giant. I now have a sale date on XXXX/XXXX/XXXX, I put in my load mod package yesterday. I have to update with my P & L and bank statements. As per there site, " All requests for assistance must contain, at minimum, a completed and signed Request for Mortgage Assistance ( " RMA '' ) form. Failure to supply a completed and signed RMA form may result in delays in the processing of your request. '' I talked to my lawyer today, to save some money, he asked can I pay the money at the court house to get the date pushed back. I told him I cant because I used them alreadly. Im asking for help. This is my only option for right now. I havent received one letter from Carrington to why I was turned down by them or HAMP, which Im curious if HAMP even got the chance to review. Please help me, I dont know what else to do, I just want to save my home with fairness and not under pressure. They keep the date close, so they can find a way say im missing paperwork or tell me with out proof that I was denied and I would have to redo a new loan mod package, in hopes they can sell my home before it can get approved. Please help me
12/29/2017 Yes
  • Mortgage
  • Conventional home mortgage
  • Incorrect information on your report
  • SC
  • 29154
Web
I acquired a mortgage through XXXX XXXX XXXX inXX/XX/XXXX. The loan amount was {$45000.00}. This was for the purchase of a mobile home and land. The account was sold to XXXX XXXX about a year later. Several years later the account was sold again to XXXX XXXX XXXX I had gotten behind on payments and borrowed {$12000.00} for my in-laws to catch things up and pay the late fees. This was late XXXX early XXXX. I can provide a copy of this payment from my in laws to XXXX upon request. I will have to get the cancelled check/bank records from them. This {$12000.00} payment was not credited to the account when it was sold to Carrington Mortgage within 30 days of accepting the payment. I have tried to resolve that through both XXXX and Carrington with no luck. One always refers me to the other. After XXXX XXXX XXXX XXXX XXXX in XXXX XXXX I was working with Carrington to get out from under the Home. I had moved and no longer wanted that property. I was planning to sell for the payoff. I was offered a deed in lieu by Carrington, initially they said the would pay me {$3000.00} to agree to the deed in lieu and I would be free and clear of the property with no owed balance. Basically, they would take the home and property in exchange for the payoff. This took months, I dealt with a guy named XXXX for months on this issue. I was told initially that there were some liens against the property that were holding things up. The liens turned out to be 1. Against someone with a very similar name to mine, but not me by any means and not someone who ever had anything to do with the property or Home. 2. Against the guy I purchased the home from, the lien was placed against him after we closed on the Home with the attorneys, so was wrongfully places on the property. He no longer owned it when the lien was placed. Finally in XX/XX/XXXX XXXX advised me that we were all done. In XX/XX/XXXX my credit report changed to show that my Carrington account was closed due to deed in lieu. In XX/XX/XXXX Carrington called me inquiring about a payment, I was shocked. I told the woman that called me that the account was closed and that they had owned the property since XX/XX/XXXX She said that her records showed the liens stated above had kept the deep in lieu from being final. I explained the changes to my credit report and pulled it up while on the phone with her to confirm. She said she was going to speak with the company attorneys and get the issue resolved and would contact me back within a week. I never was contacted back, but later that week my credit report was changed and the Carrington account reopened. Now showing a balance of {$85000.00} +, {$40000.00} more than my initial loan in XXXX. I tried to contact them using the number provided on my credit report only to find 30-40 minutes of never ending ads on insurance, cruises, etc. I was never able to get anyone on the phone. I tried e-mailing XXXX as that was how most of our communication was in the past with never a return email. Finally in late XX/XX/XXXXI was contacted again inquiring about payment. I explained my situation and the changes to my credit report. I also explained that there was no maintenance or upkeep of any kind with the home or property for several months due to me being under the impression that I no longer owned the home. Again, she advised me that she would be in contact within 3 days. 3 days later later my credit report was altered again to remove statements and wordage regarding the deed in lieu. I have copies of these credit reports before and after all changes. I have not been able to get in touch with anyone since that day. I have tried calling, leaving voicemails, and emailing with no replies. Im not sure where to go from here. The effect this has on my credit is disabling. I have asked on several occasions from both XXXX and Carrington for a copy of my original contract or note and they have failed to provide the document for me
03/05/2019 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • GA
  • 30253
Web
Current mortgage servicing company has failed to properly credit payments ( sent in via Bankruptcy Trustee and me ) to my mortgage loan account. I filed CH XXXX Bankruptcy protection XX/XX/XXXX ( 60 mos ). My mortgage was being serviced by Bank XXXX XXXX ( XXXX ) at this time. At the time of filing, I had not made my XX/XX/XXXX payment. There were no additional outstanding mortgage payments due. On XX/XX/XXXX, I made the XX/XX/XXXX pymt and continued making payments to XXXX thereafter. XXXX NEVER sent this payment back ; INSTEAD, the payment was applied to my account. XXXX filed their Proof of Claim ( POC ) XX/XX/XXXX -- -affirming {$840.00} was due. I informed my counsel that XXXX XXXX POC was not accurate because it listed a pre-petition pymt ( payments due before BK filing ). I insisted she file an objection to XXXXXXXX XXXX claim ; however, she would not file it. I few years went by, and I brought up the matter again to my attorney via email, because I was receiving mortgage statements from XXXX stating I owed a pre-petition payment. My attorney suggested I contact XXXX and ask if they would put something in writing stating how they applied those funds from XX/XX/XXXX. As a former worker in the mortgage servicing and default management industry, I informed her that the servicing company would not provide this in writing. I, however, still contacted XXXX about the matter and they refused to discuss the matter with me and advised me to contact my attorney. I asked XXXX to provide my payment history. I forwarded this information to my attorney. She stated that she sought counsel from a partnering attorney and they both concluded the information I provided was not sufficient. My loan was transferred to Carrington Mortgage Servicing ( CMS ) XX/XX/XXXX. My mortgage statements show a pre-petition balance ; my post-petition payment. In XX/XX/XXXX, the trustee managing my case, sent funds to Carrington in the amount of {$650.00} As a last ditch effort, I contacted the trustee in writing. I provided an explanation of events, my bank statement ( proof of pymt from my account ), and XXXX payment loan history showing when the payment was received, payment amount and payment application ( breakdown and the month the payment satisfied ). The trustee did nothing with this information and instead, contacted my attorney -- -who has done nothing. I contacted ( phone call ) CMS and I asked them to ( perform an escrow analysis ) apply those additional funds to my escrow ( there was a shortage ) because, at the time, there were no post-petition payments outstanding. I contacted them almost weekly ( beginning XX/XX/XXXX ) about the status of the escrow analysis request. I was given conflicting information from several CSRs. I then sent a formal request ( fax ) to the bankruptcy department and supplied evidence to support my claim that no pre-petition payments were outstanding. I was sold my docs were not received, so I sent them again ( total of abt 3 times ). They eventually called me and verbally stated they could not apply those funds to my escrow account because the trustee had to instruct them on how to apply the funds. I was not provided with a written explanation. Instead, they called me and stated that the trustee would have to instruct them how the payment should be applied. I advised them, the trustee sent them a payment based on their Proof of Claim. On XX/XX/XXXX, I made a payment of {$190.00}, as well as the trustee in the amount of {$190.00}. Currently. there is a total of {$1000.00} in suspense/partial payment account. My monthly pymt is {$890.00}. I called to request funds in suspense be posted to outstanding post-petition payment ( since they refused to apply it towards my escrow shortage ). CMS stated they could not use funds in the suspense account because they had to receive pymt instructions from the trustee. As of today, this issue has not been resolved.
04/16/2015 Yes
  • Mortgage
  • Other mortgage
  • Loan modification,collection,foreclosure
  • OK
  • 73029
Web
In XX/XX/XXXX, I got divorced, lost my job, and was having a lot of trouble coming up with my monthly mortgage payment. I contacted Carrington about doing a modification, and filled out all the paperwork necessary, but was told my ex-husband would have to sign a quit claim deed in order for me to be considered without using his income. He refused to sign it, as he did n't want his name still tied to the mortgage without actually being on the deed to the house. When I told the customer service representatives this, they told me there was nothing they could do without the quit claim deed. So I was given no option but to continue to struggle with the payment amount. The second issue, which I am still struggling with, is that my payment on my mortgage went up XXXX XXXX without any warning. In the past when my payment has gone up, I have received a notice stating how much it was changing, when it would be effective, and gave me the option to pay the full amount up front to avoid a change in the payment amount. This time, the first notice I got was the bill for the XX/XX/XXXX payment, which was {$80.00} higher. As I was already struggling to make the payment, and increase of {$80.00} per month is not something I can afford. I called Carrington immediately and was told that upon running the escrow analysis for XX/XX/XXXX, they found that there would be a deficit due to either my taxes or home insurance going up. So, I called my insurance company. It had gone up, but no where near {$80.00} per month. Then, I called my county treasure to inquire on my taxes. They told me my taxes were actually going down, due to a homestead credit, making my taxes for XX/XX/XXXX a total of {$200.00} ( {$17.00} per month ). Then, I called Carrington to tell them this. I kept being told over and over that the escrow analysis showed that it has to go up. However, in real life, the numbers that I was getting straight from the horse 's mouth so to speak, simply did not agree. There is no way my payment should be $ XXXX/month higher. So, I called on XXXX XXXX to pay my principal and interest amount and requested that my escrow account be closed since I felt like the money I was paying in taxes and insurance would be much better managed in my hands. I got no response when I faxed in that request. Withing a week or two, I received a call from a customer service representative stating that I was past due for XX/XX/XXXX. I told her that I paid the principal and interest due to Carrington, but I was keeping the amount for taxes and insurance until I received an answer about my escrow account. She looked up some information, and told me I could n't close my escrow account because I had a government-program loan. This was the first I had heard this. Instead of paying my own bills for taxes and insurance myself ( so that I can be sure my money is going to where it should rather than just sitting in some account ) I have to send it through Carrington 's hands first. I do not like this, but whatever ; regulations are regulations. After I explained that I simply could not afford an {$80.00} per month increase, she said she would put in a request to have the difference spread over 24-48 months. I agreed to that. However, I kept getting calls from Carrington. I called back on XXXX XXXX. I spoke with a very rude customer service representative ( did not catch her name ). I explained my situation with the escrow account, and instead of trying to help, she just told me I owed money and nothing would be done until I paid it. She said the late payment had already been turned in to the credit bureau, even though I paid the money owed to Carrington on XX/XX/XXXX. Because it was n't the " full payment amount '' it was simply impossible to apply it to my account. I told her I did not understand why, since the " full payment amount '' includes money paid to XXXX XXXX and XXXX County ; it 's not theirs basically.
11/20/2016 Yes
  • Mortgage
  • FHA mortgage
  • Loan servicing, payments, escrow account
  • MS
  • 38637
Web
We paid our mortgage to Carrington Mortgage on XXXX/XXXX/16 - through their online payment system - where our banking information was stored. The system generated a confirmation number. We received a letter XXXX/XXXX/16 confirming this payment and confirmation number. We then received a mortgage statement from Carrington Mortgage dated XXXX/XXXX/16 showing the mortgage payment applied XXXX/XXXX/16. Then about XXXX/XXXX/16 we received a letter stating that the payment was rejected due to account not being found. On XXXX/XXXX/16 we paid the mortgage again through Carrington Mortgage system - utilizing the same stored banking information that had previously been used for the majority of this account payment transactions. The system again generated a confirmation number and sent a letter XXXX/XXXX/16 confirming that the payment had been processed. About XXXX/XXXX/16 we received another letter stating that the payment had been rejected due to account not being found. We then called Carrington Mortgage customer service and had a customer service rep assist with making the payment. The system generated a confirmation number. Then we received a mortgage statement from Carrington Mortgage XXXX/XXXX/16 showing the XXXX/XXXX/16 payment reversed, the XXXX/XXXX/16 ( {$1300.00} ) payment applied, and the XXXX/XXXX/16 payment ( {$1300.00} ) reversed, a pay by phone bill fee ( {$5.00} ) charged, XXXX/XXXX/16 payment applied, and a single item ( late fee - {$42.00} ) charged. We called Carrington Mortgage in XXXX after we noticed that the mortgage payment for XXXX 2016 had been reported late on our credit reports. I asked why was there a late charge being reported on our credit reports. I was told because the payment had been 30 days late. I explained the situation - telling the representative that we had pay the mortgage account online as we had done in the past - the system generated a confirmation number and we believe that the account had been paid - until received the letter in the mail - on both occurrences. The customer service rep explained that getting a confirmation number does not mean the account was paid - just that it was attempting to be paid. I told her with other systems a confirmation number generally mean a payment has been accepted and processed. The rep stated it was a key stroke error and that there was nothing they could do. It was not there fault. About XX/XX/XXXX I called Carrington Mortgage customer service again and asked to speak with a manager. A manager never came to the phone - but gave responses back and forth with the customer service rep and said that it was not that they could do again because it was not their fault. I explained that in 16 years we had never been late on this loan and this error in their payment processing system had significantly lower our credit scores and that we were in the process of selling the home attached to that mortgage account and purchasing another. And that this action could greatly hinder our ability to purchase our new home. The rep stated that the manager said that they could not do anything. The representative suggested to write to their customer research department to dispute the action. On XXXX/XXXX/16 I faxed a letter to their customer research department explaining that situation and asked for immediate action to be taken to remove the negative reporting for our credit reports. We supplied them with their own documentation. I called the next business day to see had they received the request and was told it would take 30 days. I called every business day after to see if they had received it and updated it. On XXXX/XXXX/16 I called Carrington Mortgage and was informed that they would not be updating our account information as it was not their fault and that we would receive a letter stating our account would not be updated to reflect that the account had not been late and that it was not their fault.
01/22/2016 Yes
  • Mortgage
  • VA mortgage
  • Loan modification,collection,foreclosure
  • SC
  • 29906
Web Servicemember
I bought my home in XXXX of XXXX utilizing my VA loan. My mortgage company was XXXX, XXXX sold my mortgage to XXXX XXXX XXXX ( XXXX ). XXXX sold my mortgage to Carrington Mortgage Service ( CMS ) and that 's when the problems began. It started out with me not knowing that XXXX was no longer handling my account ; I figured it out when I logged in to pay my mortgage and the account was no longer listed. After several phone calls I was informed who the mortgage company was. I called CMS to get access to be able to pay online, I was told by the rep that at that present time I could not get it set up because they had not received all of my loan documents, but I could pay by phone with a {$15.00} service charge. I told the rep that I would rather pay XXXX cents for a stamp. I mailed them a check for my mortgage payment and to my surprise they sent my check back saying that they had no records of my mortgage being transferred. After weeks going by I was finally able to get the account set up only to find out that CMS had charged me late fees, inspection fees. Fast forward to XXXX, I experienced major financial issues, because of these issues I could not afford to pay my mortgage payments in full on the XXXX, I had to break my payments up paying half on the XXXX and the other half on the XXXX. Unbeknownst to me CMS was not applying my partial payments, they put them in what they call a " suspense account '', with doing that it appeared that I was delinquent. CMS sent me a intent to foreclose letter, a I called them to find out what steps I could take to save my home. In XXXX of XXXX I requested mortgage modification, after submitting the paperwork I called to check the status on the following dates XXXX XXXX, XXXX XXXX, XXXX XXXX, on XXXX XXXX I was informed that I needed to resubmit form XXXX, I faxed it on XXXX. After not hearing back from CMS I called them on XXXX XXXX I was told that my paperwork was still " under review ''. On XXXX XXXX I called to find out the status of my request, I was told that I needed to refax ALL of my supporting documents i. e. death certificate, divorce decree, bank statements, etc.I called on XXXX XXXX and spoke to a rep, he informed me that I did not qualify for a modification I qualified for a " repayment plan ''. The repayment plan consisted of me paying XXXX starting XXXX XXXX XXXX to XXXX XXXX XXXX. Because of my delinquency on my mortgage my credit score dropped significantly therefore I could not get approved for a XXXX loan to try to pay the delinquency. After expressing this to him, his only advice was to " continue not paying, that will automatically start the foreclosure process ''. After the rep saying that to me without any empathy or understanding what I was going through I had to end the conversation. I felt that I had lost everything, my father, my sister, transportation now my home.After I managed to regain my composure, I called CMS and spoke with a rep she was very empathetic and helpful, she advised me to send a letter opting out of the repayment plan and resubmit a request for a short sale. I followed the guidance and acquired a realtor and put my home on the market for sale. I got an offer in XXXX and was scheduled to close on XXXX XXXX unbeknownst to me the buyer decided not to purchase the home 3 days before we were suppose to close. The house remained on the market with no offers, I called CMS to ask what other I could pursue, I was told to submit request for DIL of foreclosure. I submitted the request and all of the supporting documents that was required in XXXX, I called in XXXX just to be informed that my paper work had NOT been routed, I called back after a couple of weeks to check the status nothing was done. I called XXXX XXXX XXXX to be told that the CMS lawyers needed to be contacted to clear my title the wrong plat and book page had been recorded.CMS is still charging inspection fees, late fees.
07/22/2015 Yes
  • Mortgage
  • FHA mortgage
  • Application, originator, mortgage broker
  • FL
  • 33762
Web
Dear CFPB, I am XXXX of the unfortunate individuals who recently had XXXX XXXX XXXX sell my mortgage to Carrington Mortgage Services , LLC, in XXXX 2015. Upon learning of my mortgage being sold, I was quickly concerned about Carrington given the hundreds of thousands of ABSOLUTELY HORRIBLE reviews and direct complaints of Carrington Mortgage Services , LLC posted all over various consumer review boards online. Once my mortgage was taken over by Carrinton on XXXX/XXXX/15 from XXXX, I immediately began to see that the never-ending consumer complains online about horrible business practices and gross incompetence including frequent violations of Federal Law by Carrington were extremely accurate and well founded. Carrington quickly proved to be completely inept and absolutely incompetent from the very beginning, while taking well over 45 days to provide me with proper paperwork AFTER their official acquisition date of my mortgage. When I repeatedly called Carrington to find out what was causing the delay and to identify payment arrangements, I was told that they were " running behind '' and that paperwork would be mailed our shortly. I was also told that because of this they were extending a 60 day grace period on payments. Well, I did not make my XXXX payment until the paperwork was finally received, however Carringon reported me for a late payment anyway, even when they had not provided paperwork and confirmed a grace period, due to their incompetence. What a joke! Contacting Carrington is an absolute joke as you will sit on permanent hold waiting to speak to someone only to eventually be transferred to another department who will quickly advise you that they do n't handle your specific issue. From there, you can look forward to being told that the department that handles your issue does not have phones and only answers requests sent to them by fax. As unbelievable as it may seem, this is normal operating practice for Carrrington. How they manage to stay in business is beyond me. I had the wonderful experience of dealing with the incompetent and inept staff at Carrington while trying to get them to pay my insurance, as it was supposed to be paid out of escrow. Not only did Carrington not pay my insurance, they sent me threatening letters telling me they were going to purchase another policy of their choosing for me at an estimated cost of over XXXX times the price of my current policy. When I contacted Carrington to address this, while asking them to pay my insurance premium, they put my on hold, then transferred me to their " escrow department '', who quickly told me they could not help me. The department that could does not have phones and only takes requests via fax. I faxed in my request in writing and emailed my request to the fax number provided along with an email to their " escalated customer complaints department ''. Five weeks later, there was no response from Carrington and my insurance was not purchased. I had to pay my home owners insurance premium out of pocket. Finally, after 2 months of the ABSOLUTE JOKE that is Carrington Mortgage Services , LLC, I have refinanced with my local credit union. Good riddance, Carrington!!!! Now I am sure I will have to spend countless hours trying to recover my escrow balance from Carrington. Carrington tells me that they will mail me a check for my escrow balance in 4-5 weeks. I am unfortunately extremely confident that this will not happen, given the gross incompetence and borderline criminal intent that is Carrington Mortgage Services. My official complaint about Carrington 's almost certain forthcoming failure to return my escrow funds will be coming in 4-5 weeks, I am sure of that. I 'm filing this complaint regarding Carrington 's failure to properly notify in writing of their acquisition of my mortgage from XXXX in a timely manner. Beware of Carrington Mortgage Services!!
11/18/2015 Yes
  • Mortgage
  • Conventional fixed mortgage
  • Loan modification,collection,foreclosure
  • MN
  • 56097
Web
four months ago I sent a debt validation letter to Carrington Mortgage service, disputing my alleged debt, and asking them to prove ownership of the note. they replied with " copies '' of a note signed to XXXX XXXX XXXX XXXX and declared they own it now. I sent another letter stating that copies of an alleged note do not apply under the XXXX and wanted them to show me the actual physical note in order to prove their claim of ownership, as so far their word that they do, does not serve as proof of ownership. They sent my second letter back accompanied by their own letter stating they did not know what I was asking for, so they were placing my claim as invalid. During this time I did not pay them anything they said I owed because of their failure to verify. According to notices I was receiving and my credit report, they continued to keep my " account '' active and continued to accumulate late payments. I sought to resolve this in court, I personally prepared a case using laws in the FDCPA and the XXXX, and took it to my local court house. I was turned away by the clerks saying they would not file a lawsuit unless I had a lawyer. So I began calling lawyers. The lawyers who had any knowledge of the FDCPA or the XXXX or even mortgages told me they would n't do anything until I paid a retainer and hourly fees, which I can not afford. I finally got ahold of a lawyer through the Volunteer lawyers network, and he advised me to petition the Minnesota attorney general with my complaint, which I did. My response from them was to contact the CFPB, because Minnesota judges were split on how to proceed with cases of this nature, and the CFPB was a federal body which could help. I did n't know what to do at the time because Carrington Mortgage Services was still considering my requests invalid and threatening to foreclose on my home, and time was ticking by. So I resolved myself to throw in the towel and call Carrington to try and work something out. I called them and went through an information process to try working out a repayment plan for the alleged debt and my delinquency thereof. They told me I did n't make enough money to do a repayment so I had to catch it all up before they would work with me. It took me a month to save and borrow enough money to cover what they said I was delinquent by, and I called them with bank info in hand in order to pay it. They refused to take my payment due to my " foreclosure status. '' I told them I had no idea I was officially in foreclosure and I have the money to pay. They said it did n't matter and they had to request a " reinstatement amount. '' I asked how long that would take, and this call being made on a Friday Morning they said they would get it to me by email as soon as they got it. The following Monday I received a letter from a lawyer representing them, and a letter from them as well, XXXX stating I am officially in Foreclosure. I called them same day and they still did n't have the reinstatement, I called them on Tuesday, still no statement. I ended up getting ahold of the CFPB by phone who transferred me to a mortgage councilor. Together we called Carrington and got the same result. In an attempt to wrap this up before I run out of characters, my complaints can be summed up as. 1. they claim to own an invalidated debt due to their noncompliance and willful dissent of my requests. 2. while in dispute they are allowing the " late payments '' to accumulate in order to exact a foreclosure. 3. My credit report still reflects payments are current in lieu of their claim I am in foreclosure. 4. Due to this lack of compliance, due diligence, and proper communication they are trying to collect extra late fees and lawyer costs of this entire process. None of my understanding of the law or morality says any of this is right. I have dates, documents, and legal evidences supporting all of my claims.
07/15/2015 Yes
  • Mortgage
  • FHA mortgage
  • Loan servicing, payments, escrow account
  • PA
  • 16226
Web
Effective XXXX XXXX, 2015 my mortgage was sold from XXXX to Carrington Mortgage company. As stated on the XXXX letter of transfer, any payment due on or before XXXX/XXXX/2015 was to be paid to XXXX, anything due XXXX/XXXX/15 or after was to be paid to Carrington, mine was due XXXX/XXXX/15 so this payment went to XXXX. I never received a letter of transfer from Carrington expressing the terms of the transfer so I had to go off of what XXXX had sent to me ( at the time of transfer, I was paying under an approved Modification Agreement with XXXX ). Even after calling Carrington, I could n't get any payment information until my XXXX/XXXX/15 payment was due. On XXXX/XXXX/15 I called Carrington and asked them what my payment would be, if it would be the same as what I was paying XXXX, or if things had changed. XXXX ( XXXX ) told me that my {$760.00} payment would remain the current payment so that is the payment I made. The same thing on XXXX/XXXX/15 when I spoke with XXXX in the Home Retention department as I escalated things because I felt as though I was getting vague and inconsistent information regarding terms and conditions. However, XXXX assured me that the {$760.00} payment was the correct payment to make. On XXXX/XXXX/15 I spoke with XXXX, when I tried to make my " normal '' payment she informed me that she could n't accept it as I have n't been paying the correct amount and my account was past due. She further informed me that I had n't made a payment since XXXX ( which my loan was still with XXXX at that time ) and I would need to make a minimum payment of {$950.00} to pull my account to just one month behind. ). I asked her why I was never informed that my payment was different than the XXXX with XXXX, and why XXXX 's letter of transfer stated that " the transfer will not affect the terms or conditions of your loan '' and why I never received a letter from Carrington regarding the transfer or the increased payments. None of these questions she could answer, so I asked to speak to a supervisor, she got XXXX on the phone, but only for listening purposes, I could not get the individual to answer me directly, only through XXXX. All the while, I have been getting repeated regular mail and certified mail threatening me with " Intent to Foreclose '' but when I call, everyone that I talked to above, including a conversation with XXXX in Home Retention, I am being told that I am not flagged for foreclosure, and to ignore the notices. I CAN NOT ignore threatening mail, consistently sent, threatening mail saying that they would foreclose. Now, I have received notification that my insurance is coming dueXX/XX/2015 and that Carrington has not paid it.. I have no problems making my payments, as long as my payments are made clear to me, that I know when and where my money is going and that my escrow payments are being made on time, every time. However, at this point, I do n't know that I can trust this company to follow through with what they say or what say they are going to do. I did not ask for this, I ran in to financial trouble a few years ago, but through XXXX had finally made my way back to being on track and in good standing. Now I have to do it again with a company that has no interest in my attempts to meet their demands and insist on degrading me for being in the situation that I was and that " this is all my own doing ''. I do n't want to lose this house, I want to be on the level with whomever holds the loan, but with Carrington, I ca n't seem to do that, every time I call them to straighten things out, I find out I 'm even more behind, even if it is simply days after I spoke to them before. Please. Let me know what other information I can provide for this complaint as I need your help. Attached are the following documents : XXXX Letter of Transfer Carrington Letter for Service Members Civil Relief Act Disclosure
01/12/2021 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • MN
  • 55429
Web
On XX/XX/XXXX my garage experienced a fire. Damaging my deck as well. I was originally with XXXX XXXX XXXX at the time. My insurance company issued the funds addressed to me as well as the mortgage company. I signed the check over to the mortgage company and overnight mailed it. During the month of XXXX I sent over all of the requested documents and the company never issued out the starting percentage and made excuses every time I would call. One rep even stated that they may take the funds due to my balance owing, which at the time I was in the process of applying for a modification. My loan was taken over by Carrington Mortgage. I called them right away when the loan transferred on XX/XX/XXXX to request funds for my contractor who at the time still had not been paid. Whenever I would call I would countless reps that did not know anything and would give me the run around by transferring all over. Finally in XXXX I spoke with someone that stated that Planet Home never forwarded supporting documents for my loss draft and requested me to send them everything. After several attempts was able to submit everything to Carrington. I was advised on XX/XX/XXXX that funds would be issued out within 5 days. After over a week and reviewing their online portal, I noticed nothing had happened. I called and the rep informed me that they placed the funds in the wrong ILD account and they on that day I called which was XX/XX/XXXX were requesting a transfer which had to be done by a supervisor. I requested a call back from a supervisor, which took a week, I spoke with XXXX and informed that through the 2 month process I have not received several but one call back from my file owner. I have spent countless time working on this matter with no help from them. XXXX seemed unbothered and unconcerned. XXXX went on to say he would put in a 3 day request to have funds mailed however that it would take an additional 5 days to process. He stated to me that technically they can keep the funds and not pay the contractor if I am passed due on my mortgage and I would have to figure it out. I felt that he used his role to apply scare tatic instead of being helpful and owning the fault of what the company did. I requested for his supervisor to call me and he asked me what for he already helped me. Stated that he would have someone call me and never did. I was informed that the funds would be issued it 2 halves and the 2nd have would be disbursed once the property passed inspection by the adjustor. The adjustor XXXX came to my home on XXXX, same day received a call and voicemail from my File Owner XXXX XXXX that she received and would be putting a request in to have funds issued. I called back on XX/XX/XXXX to check the status and was informed by rep XXXX that she never made any notes and that there was not request made. on XX/XX/XXXX I requested a call from her and a supervisor, today is XX/XX/XXXX and I have not received a call. I called last night the rep " XXXX '' seemed to not know how to read notes or do her job, she end up hanging up on me and when I called back they were closed. I called back today, got rep XXXX, she was extremely sweet and helpful, she advised that she did not see any follow up notes and they funds should have been issued out weeks ago, especially being the inspection passed almost a month ago. She put in another request for a supervisor call and request that funds be issued. She is filing a complain on her end as well for negligence in this matter. I filing this complaint because I feel that this company has dragged their feet with this account, no call backs, lack of representative knowledge, rude supervisors and scare tactics. I have been threatened and harassed by my contactor who has gone some time without getting paid and got his first payment since XXXX last week. This company needs to investigated and fined.
04/24/2015 Yes
  • Mortgage
  • FHA mortgage
  • Loan servicing, payments, escrow account
  • KS
  • 67502
Web
I have owned my home since XXXX, I have gone been through XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, and now Carrington Mortgage XXXX. I have never had an issue until last year when my loan was sold to Carrington Mortgage. My husband and I filed a chapter XXXX bankruptcy in XXXX, we were both irresponsible in our finances. When we got married and decided to have a family, we wanted to own up to our mistakes and pay back what we could as a reminder to be fiscally responsible. Before Carrington took over the loan we received a goodbye letter from XXXX that said to forward our payments to Carrington, to keep paying what we were paying and that we would receive a welcome letter from Carrington at a later date. That was in XXXX of XXXX. We continued paying and received nothing from Carrington. I called the company when we did n't get our regular statement and was told that it would be sent out, I also could not get online to view my statement or account information. I was told I was locked out of the account due to bankruptcy. I told them my home was a secure debt and had nothing to do with our bankruptcy. I was told they could only go by what the computer told them. I called numerous times for a welcome letter and statement with a promise of getting one sent, all we received were Service Member Disclosure Act letters, several of them. The only instruction I received was to keep paying what we had been paying. In XXXX I received our XXXX default letter stating that we had not payed payments from XXXX - XXXX and that our escrow was short so our payments jumped from {$720.00} to {$1000.00}, we had ten days to make the entire payment or they would file a motion from automatic stay. When I called CM I talked to a representative that confirmed that they had not sent anything to us explaining a pay plan that gave an option for 12, 24, 36, and 48 months to correct our escrow shortage. Since I had not responded they assumed I wanted to pay the shortest amount of time. Because I had not received anything dictating changes she apologized and said the situation would be rectified she would call to stop the default send a statement, welcome letter, and escrow shortage explanation. When I asked about payments she told me to continue paying as it was their error and we would receive a change of payment in the mail with our new amount. Our credit report was reported delinquent and I received another default letter XXXX saying that we have made no payments from XXXX @ {$780.00} times XXXX and XXXX @ {$890.00} totaling {$3200.00} if we do not pay the full amount there is a default under the terms and conditions of the note dated XXXX XXXX XXXX and if not cured in ten days they will file a motion of automatic stay. I have been passed to XXXX people who have " reworked '' and " analyzed '' ( manipulated ) my file, no welcome letter, not periodic review, no statement, no call back, no explanation as to why or what is wrong with my file, just that we were behind and not paying. I went to the XXXX, pulled our payment history from last year to present date and conference called and recorded the call from the bank with my cosigners, Bank specialist, and myself present. We proved we had in fact been making payments and not behind. We were told it was their system not " catching up '' and to disregard the default letters. My payment history states there are payments from XXXX being applied to XXXX payments. Many payments are noted that thought they were due per month, which they all have been paid on the same day. " reworked '' I asked about the welcome letter that was supposed to dictate the rules of engagement she said the system had n't sent all of them out yet. ( I have been with this company for just over a year. ) The women now assigned to my case ( supervisor ) refuses to speak with me as I now record my calls with -- Continued ...
08/26/2016 Yes
  • Mortgage
  • VA mortgage
  • Loan servicing, payments, escrow account
  • PA
  • 19030
Web
Our mortgage was sold from XXXX to Carrington Mortgage Services as of XXXX XXXX 2016. I will make bullet points so all the issues are easy to establish as there are a lot. - I called Carrington XX/XX/XXXX based on # given on letter of transfer from XXXX. I wanted to be able to start making payments immediately since we have had problems. Was told to wait to get their welcome letter with new # account and then I could start to send payments. - Received the letter dated XXXX XXXX on XXXX XXXX. It was very standard with only info on our account being our names and total amount of our loan but did have an address and stated nothing else would change regarding our loan. I sent a payment. - On XX/XX/XXXX in the morning I received a call from a woman from a # in Texas saying that she was from Carrington saying my check had been returned and they would not accept payments from me unless it was a different form of payment ( money order, cashier 's check ) because of the past due amount. I was in shock and said I did believe the check had already been cashed. Called this # back later in the day when my children were not with me as thus was very upsetting. When I asked why I did not receive any other info on this in the mail and still disagreed about the check being returned Was told to calm down and that the check was returned with information on XXXX XXXX. This was not true. Double checked later that evening and the check was indeed cashed. She had also stated that if I let it go further on I would have attorney fees. - Called the Carrington # on the letter next day and asked for a supervisor. XXXX XXXX XXXX told me there was a lock on my account and all payments past had to be made together. Said how much he wanted to assist me but his computer system was down ( was on phone for very long time ) and could not answer any of my questions. Gave me his office # and told me he would call me by end of day and really wanted to help since I was so upset. He did n't. Over the next couple of days I left him several messages imploring for help and some answers on dates I needed to pay by and other information. - Spoke to a few more Carrington employees over the next few business days. One female rep told did n't seem to have a record of me talking to others about anything but told me she could note that I would make payments every 2 weeks through XXXX but did n't think they would take them but maybe since I just came from BofA. She was very nasty and also informed me that I have had 60 days to fix this. Not true. - Because so stressed about this, family offered to help and I could pay them back later in XXXX so I had the Past 3 months ready. I called Carrington again to see how to send this payment. Spoke to a CJ ( told me could n't give last name ). Knew who XXXX XXXX was and did n't know why he did n't call me back. Informed me the 1st person should not have called me all since of a past discharge and he would " talk to her ''. Funny he did n't ask for the # she called from. Told me XXXX payment had to be included not just past amount and they would love to take my payment but this was a HUD rule .... HUD??? Our loan is VA. Asked why I did n't consider a loan mod. Asked had he been listening to me at all? Nothing was sent to me accept welcome letter. At this time- what equals 4 monthly mortgage payments including XXXX has been sent 2 day, via Cashier 's check. Tracked that it was received this afternoon XX/XX/XXXX. I plan to send XX/XX/XXXX payment on XX/XX/XXXX but am absolutely terrified of this company and fear they will string this out even though I complied in less than a week with what they asked despite terrible treatment, misinformation, lack of information. I have barely slept in days and been very upset. I understand needing to collect a debt but this was absurd and Never how XXXX approached us Ever.
12/16/2015 Yes
  • Mortgage
  • FHA mortgage
  • Loan modification,collection,foreclosure
  • NV
  • 89141
Web
My name is l XXXX XXXX my address is XXXX XXXX XXXX XXXX XXXX XXXX.I am filing a complaint against my mortgage company for going through with a forclosure and sale date when they wont acknowledge that I sent my rma packet in a timely manner.I have been working with carrington mortgage company since XXXX 2015 when they took my loan over and started the process of sending in my rma packets to try and get my loan caught up since it was sold by XXXX XXXX XXXX to Carrington in the middle of me making payments to get caught up on and a payment plan for me but then carrington bought the laon and it took 65 days so at that time when they took over the loan my payment plan with XXXX was void now due to the sale of my loan im in default in XXXX 2015. I contacted carrington right away thats when i started working with XXXX at carrington doing rma packet to see what help i can get. I have sent rma packets XX/XX/XXXX, through XX/XX/XXXX and they keep having me resend another rma due to my XXXX and change in circumstances changed so i was told by XXXX to fill out another rma packet it was sent on XXXX XXXX by XXXX I recieved the packet and filled out and got all my documents she requested and sent them ups on XXXX XXXX 2015 through ups with the tracking # I had to XXXX XXXX to send it and it was recieved by XXXX XXXX after sending the rma packet back to XXXX I hadnt heard a reponse from her at all XXXX XXXX I called to talk to XXXX and have not been able to contact her so I talked to a XXXX who explained that the reason why im being denied help and am going to loose my home is due to my rma packet they say they didnt recieve it I gave them the tracking # to the rma package and it states that my rma packet was recieved on XXXX XXXX at XXXX to the address for carrington.XXXX and a man representative found the tracking # and found my package has been sitting in the research dept since XXXX XXXX with not XXXX employee there getting my rma packet to the correct dept to revue. I sent my rma packet too but no one went over it so when i was speaking to XXXX she had on XXXX XXXX me resend another rma packet thru fax with also a explanation letter with the tracking # XXXX that my rma packet was sent to the research dept i faxed it that day XXXX XXXX to XXXX who called after and said i recieved the second packet and she stated she was going to go over my new rma packet and try and retrieve the original from XXXX XXXX and for me to try and get ahold of programs hardist hit program to help me which i did but after the holidays and i called to speak to XXXX but got XXXX a representative was very rude had me on hold a hour told me to bad that im losing my home, im confused at this point since XXXX had given me different information about the fact that it is carrington who didnt find my first rma then they had me fax another one on XXXX XXXX then after that conversation I spoke to a XXXX on XXXX XXXX where she requested the tracking # XXXX ups form be copied and faxed to her to prove the rma packet was recieved on XXXX XXXX at XXXX I faxed it immediatly. so I should have been given the opportunity to qualify for a program to help keep my home. Come Monday I called carrington again and then they said that it was too late and I couldnt do nothing else im filing this complaint due to carrington not doing there job by losing my XXXX XXXX rma packet not reviewing it and then putting a sale for XXXX XXXX 2015 without giving me any opportunity to pay a payment since thet took my loan over I have been doing everything carrington has requested from me and my packets are complete. On XXXX XXXX I called carrington again and got another representative XXXX XXXX who is a manager who listened to my delimma and told me to call back wednesday XXXX XXXX to see if they can fix there mkistake thats going to make me lose my home for their mistakes.
08/13/2015 Yes
  • Mortgage
  • VA mortgage
  • Loan modification,collection,foreclosure
  • GA
  • 30122
Web
My husband was laid off of his job in XX/XX/XXXX and we were able to maintain our mortgage payments until XX/XX/XXXX. We applied for the home affordable mortgage ( HAMP ) program with our current servicer, Carrington Mortgage, on XX/XX/XXXX. We received a non-approval notice from them dated XXXX. We requested information about applying for a short sale under the home affordable foreclosure alternatives ( HAFA ) program on XX/XX/XXXX. We submitted all the required documents and our home listing with the realtor on XX/XX/XXXX to the servicer. On XXXX XXXX, XXXX, we received a notification from the servicer that the initial package for the short sale was completed and we should receive an approval or denial response within 45 days. During this time, the home was been shown to potential buyers and on XX/XX/XXXX we received an offer from a buyer and signed the paperwork to move the process forward for selling the home. The servicer was notified of the offer. On XX/XX/XXXX, the servicer sent a vendor to the home and he destroyed the lock casings on the front and back doors, destroyed the lockbox and replaced ( rekeyed ) the lock on the door leading to the deck. The doors to the basement were left wide open and the home was subjected to vandalism and our household property was subjected to being taken by thiefs. No trespassing signs were placed on the property courtesy of Carrington Mortgage. Therefore we were locked out of home and unable to be on the property, which still contained our furniture and personal property and prevented the potential buyer ( s ) from inspecting the home. We spent a lot of time preparing and maintaining the home and grounds for the sale, but we were no longer allowed an the property even the property was not foreclosed. We felt our rights had been violated by the servicer. We contacted Carrington on XX/XX/XXXX to inquire as to why the property was locked up and basement doors left open with a pending offer on the table. On XX/XX/XXXX we were told they would send us a set of keys to the new lock. We resubmitted another HAFA package ( on XX/XX/XXXX ) due to numerous threats by Carrington to foreclose on the property even though we had complied with everything requested of us to prevent a foreclosure. On XX/XX/XXXX we received a set of keys ( XXXX ) from the servicer stating XXXX of them would open the lock on the door leading to the deck. We went to the home ( XX/XX/XXXX ) and discovered the front door wide open and the basement doors remained opened. None of the keys fit any locks to the home. We went inside the home and found some damage to all the exterior locks, trash left inside the home and window treatments destroyed. We locked up the home to prevent further damage and prevent our personal property from being stolen ( but this also prevented us from reentering the home and the buyer from inspecting the home because we did n't have keys to the rekeyed locks ). I contacted the servicer on XX/XX/XXXX and informed the representative about the keys not fitting the locks and was told someone from home retention would call me the next day ( I left my contact number ). On XX/XX/XXXX, I contacted Carrington again to report the issue with the keys and was finally connected to XXXX XXXX in home retention. I explained the situation to her and was promised that a new set of keys would be sent overnight to me. This has been a very stressful, unpleasant and inconvenient experience for me and my family. Carrington failed to properly communicate ( even when I provided our contact information to them ) any of this with us or the VA, which is the holder of our mortgage. They mishandled this matter by taking possession of the home without properly notifying us of their decision on our initial completed HAFA short sale package or pursuing foreclosure proceedings, as required by Georgia law.
08/26/2015 Yes
  • Mortgage
  • FHA mortgage
  • Loan modification,collection,foreclosure
  • MD
  • 21784
Web
I lost my job in XXXX 2015, and I was unable to make mortgage payments from XXXX through XXXX ( XXXX months ). When I was rehired in XXXX, I attempted to start making payments for XXXX forward, but those payments were rejected. Carrington will only accept full payment of the arrearage. I have escrowed those payments, and I will continue to do so. We are ready to resume making payments, and we are simply trying to figure out a way to structure payments for the four months of mortgage that are outstanding. We reached out to the original lender ( XXXX ) for mortgage assistance the very day I found out I was laid off. In the middle of that process, the loan was sold to Carrington, and we had to begin the RMA process again. After sending and resending documents, the RMA was denied on XXXX because of a lack of proper paperwork. We were not able to produce some of the paperwork, and we explained that in very specific correspondence. ( The biggest frustration was that we were told by XXXX to submit an explanation letter with our RMA response to detail each of the variances. When speaking with the Carrington representative about the denial, she told us the firm expected each of the concerns to be sent as separate letters. We were denied, in part, because we sent XXXX letter outlining all of the issues instead of sending multiple letters. ) Figuring this was just a paperwork error, we were offered the opportunity to file another RMA - and we did so. ( Within XXXX days of being denied. ) We were told a representative from XXXX XXXX XXXX would contact us to assist us in preparing the RMA, but we never received any contact from XXXX. XXXX XXXX from Carrington ( who has been our main point of contact ) spoke with me on XXXX, and she indicated Carrington was missing : certain pages of the RMA, XXXX paystubs each from my wife and me, and our XXXX tax returns. We sent all of that information on XXXX. We also included a letter of explanation regarding our pay stubs : I had only received XXXX paystubs at the time because I started my new job on XXXX, and XXXX was transitioning from PT to FT employment so she did not have paystubs showing her FT employment. All of the documents I sent were routed to XXXX 's email address as well as the XXXXXXXXXXXX email address. I resent the files on XXXX to both email addresses. On XXXX, I received an email from XXXX informing me the file was complete and was being sent to underwriting where it would remain for XXXX days. On or about XXXX, I was informed there were still issues with the paperwork - missing pages from the RMA and missing paystubs. I sent the RMA again on XXXX and send a payroll report from my employer ( with an explanation that obtaining replacement paystubs was not possible ) to both emails on XXXX. On XXXX, I had XXXX paystubs from the XXXX prior weeks, and I scanned and sent them to both emails. Since I knew we were on a deadline, I called Carrington and asked the representative to confirm that the information I sent was sufficient. She told me that it would take XXXX days for Carrington to review the information. We were notified earlier this week that our RMA was once again denied - because Carrington did not have XXXX consecutive paystubs from me. What they had was a payroll record from my company showing all of my pay from XXXX ( my start date ) to XXXX ( the date of the report ) + XXXX additional paystubs. This is really simple : We missed XXXX mortgage payments because I was laid off. We are ready to start paying normally from XXXX forward. We just need to figure out how to manage the 4 months where we missed the payment. There is no need for all of this paperwork - and for the frustration of being denied repeatedly because of an overly automated process. Ca n't a human being get involved to make this happen? It 's an amazingly simple opportunit
07/31/2018 Yes
  • Mortgage
  • Conventional home mortgage
  • Struggling to pay mortgage
  • FL
  • 33027
Web
My problems with my mortgage lender has been ongoing for several years. It started when XXXX XXXX misled me at origination and coerced me into a negative amortization loan and then continued through XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX and now Carrington. I feel that I am not getting a fair shake and not getting access to the federal, state and internal homeowner assistance programs that exist for people in my situation. As a result of this predatory loan and my business being crushed by the recession as well as hurricane damage I am way behind on my mortgage. I have tried many times to get reviewed for homeowner assistance programs but get conflicting information from my mortgage company and indifference. Carrington took over the loan a couple of months ago and it seems to be more of the same. I have had a good job for several years now and have recovered financially. This is a situation that could be resolved if Carrington were to fairly negotiate with me. I have been in my home for 25 years and don't want to lose it, but feel it slipping away because the lender will not even give me a chance. In XX/XX/XXXX I had to deal with a major fire that damaged my home, and slowly rebuilt everything with the help of a construction loan. In XX/XX/XXXX the agents from XXXX XXXX ( predatory subprime lender who went out of business ) convinced me that as a XXXX XXXX XXXX XXXX that a pick a pay loan was the way to go. I had no idea how this loan worked, nor the fact of how quickly and high the rate and payment could adjust as well as the actual balance increasing due to the negative amortization feature. Like many Americans, the recession hit me hard and my XXXX business struggled and eventually had to shut down. I was able to keep up with my financial obligations for the next couple of years because of my savings but once that was gone I was in a tough situation. I applied for help with XXXX XXXX XXXX XXXX ( who now held my loan ) and they did offer me a modification, however, the monthly payment was not even close to affordable based on my income at the time so this did me no good. My loan was then transferred to XXXX and I spent the better part of the next year chasing documents with them and never got anywhere. The loan was then transferred to XXXX XXXX. By this time I was gainfully employed as a XXXX at an event planning company and was in a position to afford a fair payment. I applied for help through XXXX XXXX, but it was an abyss -- transferred from department to department, the right hand not knowing what the left hand is doing etc. Eventually I got into review and they told me that my application was denied because XXXX XXXX claimed they had made me a modification offer a few months prior and that I did not accept it -- so I was told that was the reason for the denial. How can I accept an offer I don't even know about??? It makes no sense. I did everything I could to try and get XXXX to reconsider and work with me based on the current financial situation but could not make any headway. The situation was made worse by damage to the property and especially the roof from the hurricane. XXXX XXXX was trying to claim some hugely inflated value without taking into consideration the damage. I am sitting here with a good job and the means to make a fair mortgage payment. XXXX and XXXX were both terrible partners to work with, and despite my best efforts I still have no resolution. Based on my initial contact with Carrington it seems they are just as bad as these companies if not worse. I know that I am entitled to be reviewed and considered for federal, state and internal modification programs and I need them to work with me. All I want is an affordable modification so I can resolve this matter and pay on my debt. The situation is exacerbated by the predatory nature of the toxic loan that I am in.
01/23/2016 Yes
  • Mortgage
  • FHA mortgage
  • Loan servicing, payments, escrow account
  • IL
  • 60411
Web
I have never been this frustrated in my life as I am with this particular situation. I have reached out to the customer care and dispute services available through Carrington Mortgage and I am completely dissatisfied with the overall service, experience and outcome of my payment dispute inquiry. I attempted to refinance my home loan only to be told that my account showed a past due payment. First, I have never been late on a monthly payment. In fact I often pay early to prevent discrepancies against my account. My loan was originally through XXXX XXXX XXXX and my mortgage was sold to Carrington Mortgage services in XXXX XXXX. This is where the issue began. I attempted on XXXX to keep my loan with XXXX to no avail. I assumed everything was fine until my attempted refinance dispute. I disputed the late payment charge and I waited over a month for response or an indication that the team handling my dispute would look into my complaint as well as my payment history. I called on multiple occasions to be told we are looking into it & will have a resolution by XXXX XXXX, XXXX. This never happened. Not only was the research into this complaint without merit but there was no effort applied to get a legitimate response. I sent in a dispute letter under the direction of a XXXX XXXX from the payment dispute department on XXXX XXXX, XXXX. I advised him that I spoke with someone from both XXXX XXXX XXXX prior to my loan transfer to Carrington mortgage services and an employee from Carrington mortgage services on the same date of XXXX XXXX, XXXX. I indicated that I was told by both employees that was current with my payments on my loan. I was told that all I had to do was make an additional {$79.00} payment from a woman from XXXX XXXX XXXX for a small change of price to my loan due to a tax fluctuation and that was all that I had to do to keep my payments in good standing prior to my loan being transferred over to Carrington mortgage services. Based on my own investigative work I discovered that I in fact made the payment with XXXX XXXX XXXX employee over the phone the same day the transaction was made against my account on XXXX. My full payment was not transferred over when Carrington mortgage took over my loan. Had Carrington mortgage only checked to see that they had recently taken over my loan in the timeframe ; corresponding with this discrepancy in payment & simply considered my consistent payment history ; that had always been intact and timely they would have resolved this problem before it even started. Furthermore when I spoke with XXXX XXXX regarding my loan on XXXX XXXX he indicated to me that the reason why my loan was showing incorrectly was because of the payment change in XXXX that he showed that I was to pay an additional {$170.00} against my account. I recall speaking to someone from both XXXX XXXX XXXX and Carrington home loan services and I was again told that my account was in good standing and that if I wanted to pay additional towards my principle-I could but not required to as long as I made my regular payment my account would stay current and in good standing. I was given a statement that had three payment options for principal from Carrington home loan. Since I was told this on more than one occasion and precisely from a representative from XXXX XXXX XXXX & Carrington-I took this advice. Next, I am looking for clarity. No one can give me a straight answer regarding my account. Every answer is different and nothing is consistent. I have bank statements showing every payment applied to my account for both XXXX and Carrington. However, they are ignoring this information as invalid with no reason why. I was just told on XXXX XXXX, XXXX that they do n't see my XXXX additional payments but never confirmed with XXXX. I am appealing the decision but I am not receiving help to resolve this.
02/02/2016 Yes
  • Mortgage
  • FHA mortgage
  • Loan servicing, payments, escrow account
  • NC
  • 28269
Web
Carrington Mortgage Services ( CMS ) is not providing fair or adequate service to help me bring my loan current. Calls into Customer Service are frustrating an ineffective. CMS began servicing my mortgage in XXXX XXXX. I submitted XXXX payments in XXXX, XXXX was cashed, the other returned. Called in to the Customer Service department and experienced the following : XXXX/XXXX/XXXX - one my very first call to CMS, I spoke to XXXX ( XXXX ) said my loan was in foreclosure ( I had not received any notice of this ). He stated that my recent payment would be returned and they are not able to accept any payments. I asked to speak to a Manager. He placed me on hold, returned to say he spoke to a Supervisor and there was no other information for me. XXXX/XXXX/XXXX - spoke with XXXX ( XXXX ), asked immediately to speak to a Manager regarding a complaint that I had, she placed me on hold, returned, stated that she reviewed my account and asked why I was so " angry '' the last time I called in. I was very calm when speaking to XXXX and asked her was it listed in my account that I was " angry ''? I told her I felt labeled and did not feel I would get fair assistance if that information was listed in my account records. She stated she would transfer me to a Supervisor " XXXX '' at ext. XXXX but she transferred me into a voicemail system loop that disconnected after trying to connect 3 times. XXXX/XXXX/XXXX - spoke with XXXX ( XXXX ) who transferred me to Supervisor XXXX ( XXXX ). XXXX stated that my acct. had been flagged for foreclosure but an acct. number had not yet been set up. She stated that she was escalating to the foreclosure dept. She stated she would call me back in 48 hrs. XXXX/XXXX/XXXX - spoke with XXXX ( Relationship Manager - XXXX ) who stated that the foreclosure status had been removed and I was now able to make payments. He stated that account was in past due status and payments needed to be made in certified funds and could be sent via XXXX XXXX, Wire Transfer or overnight. He quoted past due amount of {$6700.00} and stated that partial payments would be returned. XXXX/XXXX/XXXX - mailed in past due amount in certified check via XXXX overnight service. Arrived and signed for on Thursday ( XXXX/XXXX/XXXX ) by XXXX at XXXX. XXXX/XXXX/XXXX - called and spoke with a rep that stated that my check was not yet in the system and instructed me to call back on the next business day - Monday ( XXXX/XXXX/XXXX ). XXXX/XXXX/XXXX - spoke with XXXX ( XXXX ) and she informed me that my payment had not yet been received and will be returned because it does not cover the full amount due. She stated that she could not assist me further. When I asked to speak with a Manager, she stated that there were only 2 on staff and that she could not get one of them to assist. She stated that I could be transfer to voicemail and they would call me back in 2 days. She stated there was no other department I could be transferred to and no other number I could call. She stated that CMS did not have a process in place for escalating complaints. I told her that I would rather wait for a Supervisor but she never transferred me to a Supervisor. She stated that the Supervisors were on other important calls. I told her that I would not hang up until I spoke with a Supervisor or someone that could assist me today, she then transferred me to a voicemail. This runaround is unacceptable and it appears that I am being treated unfairly and not provided support to ensure my account is brought current. I believe this practice is intentional so that I end up in foreclosure and lose my home. I do not believe CMS is interested in helping me bring my loan current or save my home. It appears that from the very first call into the customer service department that I was labeled and therefore not able to receive fair service/treatment.
01/28/2016 Yes
  • Mortgage
  • Other mortgage
  • Application, originator, mortgage broker
  • GA
  • 30350
Web
Carrington Resolution Services ( CM ), currently claims to service an unsecured debt which was illegally originated by XXXX XXXX XXXX ( XXXX ), in XX/XX/XXXX after short sale of my property. Prior to short sale, I was told that the remaining balance outside of the short sale proceeds would be charged off in the amount of {$45000.00} and that I would be responsible for paying taxes via Form XXXX.To my surprise, at the time of closing for my short sale in XX/XX/XXXX, everything changed at the last minute. I was coerced into signing an unsecured promissory note in the amount of {$60000.00}, or my entire short sale would be irradiated causing me further financial harm. I was in a XXXX state of mind at the time of the transaction and was unable to afford proper representation, in order to protect my interests. However, I 'm now concerned about the multiple issues surrounding the net tangible benefit, deception and creditor abuse that I 've suffered as a result of origination of this unsecured mortgage debt.For starters my original loan from XX/XX/XXXX with XXXX ( XXXX ) is believed to have been a predatory loan, which is where this unsecured debt in question derives from. In fact, I 'm positive that my appraisal report from my XX/XX/XXXX transaction with XXXX, was padded in order to satisfy underwriting guidelines to qualify me for the original loan. I have addressed these concerns with XXXX, prior to filing for short sale back in XX/XX/XXXX. All of my request to investigate fell on deaf ears and ultimately I was forced to short sale the home after long, unsuccessful and endless attempts at modifying the loan with XXXX. XXXX, acquisitioned XXXX in XX/XX/XXXX and is known as XXXX of the worst deals in the financial services industry to date. XXXX, a subprime giant, was collapsed primarily due to its responsibility of originating loans which ignored basic underwriting guidelines. XXXX, is legally responsible for all XXXX, wrong doing and abuse, as well as they have been forced to settle more than XXXX dollars in legal fees and restitution behind XXXX 's illegal origination tactics.XXXX, and these practices embody the very definition of predatory lending at its worst ; from indulging in appraisal fraud, falsifying income, ignoring basic underwriting guidelines as well as an array of violations to The Real Estate Settlement Procedures Act ( RESPA ). Per the Fair Debt Collection Act ( FDCPA ), both XXXX and XXXX are required to provide all information to prove up the validity of the debt. There has been no evidence been provided by XXXX, XXXX ( XXXX ) nor CM surrounding the above mentioned loans origination, chain of title and all custodial servicing assignments are unclear.Due to the XXXX, XXXX and CM, failed response to my issues, I 'm now considering raising this matter in District Court as I feel it may be the proper venue for action under 28 U.S.C. Section 1391, because one or more of the Defendants maintains executive offices in or conducts business in the district relevant to where real estate is located in this concern.The interagency Statement on Subprime Mortgage Lending enumerates certain tactics that XXXX indicate predatory lending. Nonprofit groups have also published widely accepted guidance on these kinds of practices that may constitute predatory lending. Predatory loans typically combine risky loan features, thereby placing the borrower at an excessive risk of default or foreclosure.For purposes of this Complaint, " Combined-Risk Loans '' are loans that meet the definition of high-cost loan under HMDA. HMDA, which is an extension of The Home Ownership and Equity Protection Act ( HOEPA ) and enacted in XX/XX/XXXX as an amendment to the Truth in Lending Act ( TILA ) to address abusive practices in refinancing and home-equity mortgage loans with high interest rates or high fees.
02/05/2017 Yes
  • Mortgage
  • FHA mortgage
  • Application, originator, mortgage broker
  • WA
  • 99004
Web
I received an email from my mortgage company, Carrington, on XXXX from XXXX XXXX ( attached ). The email contained a refinance offer that said the entire process to close would only take 3 weeks, and would not need to verify my income among other promises in order to close the refinance. In a letter dated XXXX, I received a denial for the refinance from Carrington ( attached ). The letter stated that I was denied the refinance because they were unable to verify my income, the very thing they stated originally that they would n't need to do, and I was already told by XXXX XXXX from Carrington Mortgage that she had already verified my income by calling The XXXX toll free number. I am employed full time by the XXXX and have been for almost 13 yrs. Why did they not contact me first before denying the refi, if they supposedly can not verify my income? Also denied due to excessive obligations. While, I do have some debt, I was informed by XXXX that the underwriter only needed to see two months mortgage payments in savings. I have approximately 4 months in savings, and over XXXX in my XXXX IRA retirement that they saw statements for and verified that the amount can be taken out without penalty. My credit score and report are also far above average, and I have proven that I can pay my mortgage, on time each month with Carrington through my mortgage history. My income has decreased from XXXX to XXXX. I made approximately XXXX in XXXX and approximately XXXX in XXXX. My base salary is XXXX. However, this is a relatively small mortgage at only {$130000.00}. I have a renter living in the house right now on a year lease. So they are paying my mortgage. I have a property management company managing the house right now. I have a very high credit score.Nothing negative on my credit report, ever! And I 'm XXXX XXXX XXXX. I have been with my current employer for almost 13 years. The original e-mail stated that this process would take 3 weeks ; overall my experience was a day shy of 3 months. All information was sent in a timely manner- within XXXX48 hours upon request, however, when I requested communication or clarification from Carrington I either did n't receive a phone call/e-mail back or the communication did n't address my concerns. E-mails such as the XXXX that I sent XXXX XXXX on XXXX asking about the current process length and repeated requests for income were completely ignored. I called him around the XXXX of XXXX and still no reply. I also emailed and called and left a voicemail for XXXX XXXX in early XXXX, still no reply. I called and left a voicemail for XXXX 's supervisor about XXXX XXXX. Again, no reply. In fact, after requesting more documents and me sending them, I have not heard from somebody again, only a denial letter by mail. I feel like Carrington Mortgage was operating under deceptive practices and had no intention of granting the refinance from the beginning. With the Presidential election, they knew that mortgage rates would rise, which they did sharply. They wanted to lock me into the process while the rates were low so I would n't start the process with another lender. They drug out the process until the rate lock I had secured would be ineffective and I would have to have a much higher interest rate if I continued to refinance- thus in turn making them much more money over the life of the loan. I think it would make financial sense to them to grant me the refi since my payment would go down making it easier for me to make the monthly payment. So their argument that I do n't have enough income and too many obligations does n't make sense to me. I would like to refi right now with another company, but rates have gone up dramatically since. I wish that I had done my research before attempting to refinance through them. XXXX XXXX - XXXX ext. XXXX My Carrington contact.
05/25/2016 Yes
  • Mortgage
  • Conventional fixed mortgage
  • Loan modification,collection,foreclosure
  • TN
  • 37849
Web
To whom this may concern, my name is XXXX XXXX. My husband, XXXX XXXX, my XXXX children, ages XXXX & XXXX and myself live in XXXX, TN. We are devastated and terrified that our mortgage co., Carrington Mortgage has deliberately and methodically steered our mortgage into foreclosure for their own monetary gain without any concern for our family or well being for us & our young children. They have now issued a sale date for XXXX XXXX, XXXX. Our hardship began in XXXX when I was injured in a car accident that was not my fault. I was unable to work for some time because of the injuries sustained. I continue to be under doctor 's care but I have recently taken a job for far less than I used to make just to try and make ends meet. I still have to take pain meds daily although I want to discontinue them as soon as possible. When we first reached out to Carrington to let them know of our hardship they said they would send us a package in the mail to fill out and we should n't worry because there were programs that could put us back on track and possibly even lower our monthly payment. We told them that we had a modification prior to but the person told us as long as we had a new hardship than it should n't be a problem getting a new one. That is really when our nightmare began with them. We began the process of submitting the modification package to them and we began to experience continuous runarounds when we would follow-up to see if they had received what we had sent. Violation of The Real Estate Settlement Procedures Act ( Regulation X ) 1024.41 Loss mitigation procedures. The Consumer Financial Protection Bureau established rules to " protect mortgage borrowers from costly surprises and runarounds by their servicers. '' It almost appeared, in time, that they were purposely losing documents or pretending to lose documents to stall the process of attempting to get a modification. Something was going on with our file because the hurdles and roadblocks seemed to increase although we continued to give them the documentation they kept asking for repeatedly. 1024.41 ( b ) Receipt of Loss Mitigation application - " A servicer shall exercise reasonable diligence in obtaining documents and information to complete a loss mitigation application. '' 1024.41 ( b ) ( 2 ) ( B ) " Notify the borrower in writing within 5 days after receiving the loss mitigation application that the servicer acknowledges receipt of the loss mitigation application and that the servicer has determined that the loss mitigation application is either complete or incomplete. '' Month after month we continued to endure phone calls & emails not being returned. When we would get through to someone, we would be assigned a new account mgr. and would have to explain our situation all over again and that person would want updated pay stubs and bank statements. 1024.40 Continuity of contact - " Servicers are required to maintain reasonable policies and procedures with respect to providing delinquent borrowers with access to personnel to assist them with loss mitigation options ''. Why were n't we assigned a single point of contact to assist us in saving our home? The next thing we knew, we were in active foreclosure and soon after that a sale date of XXXX XXXX, XXXX was issued. How is that possible when we were still trying to get a modification? 1024.41 ( g ) Dual Tracking is prohibited. " Servicers can not start a foreclosure proceeding if a borrower has already submitted a complete application for a loan modification or other alternative to foreclosure. We desperately need someone to intervene and contact Carrington Mortgage and postpone the sale date while someone reviews a new financial package that we just submitted. We ca n't lose our home, we would have nowhere to go. Please help us!!! XXXX & XXXX XXXX
10/31/2019 Yes
  • Mortgage
  • FHA mortgage
  • Closing on a mortgage
  • NC
  • 27295
Web
My husband and I recently purchased a home, initially XXXX/Carrington XXXX was our lender. We completed the entire lending process with your company, even received a clear to close and then were told last minute our loan could not be funded. Understandably this was due to issues with employment verification for my husband as he was placed on a medical leave due to XXXX XXXX issues that partly resulted from the strenuous, stressful, and unorganized mortgage process. You see, the issues with our funding being pulled was just the final nail in the coffin for this process. We started the process and were preapproved by our loan officer XXXX XXXX on XX/XX/2019. We quickly made and had an accepted offer on our property with a scheduled closing of XX/XX/2019, this of course was contingent on the sale of the property I owned at the time. This property quickly sold and our closing was pushed to XX/XX/2019. XXXX XXXX was on board and we were quickly set up with loan processor XXXX XXXX, and this is where the problems began. Initially in the process XXXX seemed to be proactive, and then we would go days with responses for her or XXXX. With our closing date quickly approaching myself, our agent, and the selling agent began emailing XXXX to ensure the loan was being processed in a timely manner, information was provided to XXXX quickly after requested. Fast forward to XX/XX/2019, less than 24 hours before scheduled closing and XXXX advised the loan was not ready to close. At this point the buyers of our property could not make alternate arrangements to postpone their closing so our family, including XXXX children and 3 dogs were displaced. This resulted in thousands of dollars in hotel expenses, storage costs and boarding fees, as we were displaced for almost 8 weeks after three initial closing date. After the first missed closing date we were issued a closing disclosure from XXXX with a closing date of XX/XX/2019 therefore ourselves, agents, and closing attorney were all under the impression this was the new closing date and arrangements were made to close on XX/XX/XXXX, again less than 24 hours before XXXX informed us closing would not be happening. Follow this she then began asking for documents that should have been requested early in the loan process such as tax information, SSI information, proof of employment and income. We quickly returned these documents but this delayed the process until we finally received clear to close on XX/XX/XXXX. Then much to our surprise received a call from XXXX XXXX advising they could not verify my husbands employment status and unless he could have someone in his HR department clear this up the loan would be placed on hold. My husband returned to work despite doctors orders but on XX/XX/XXXX we received an email from XXXX stating they were not going any further with the loan documents. We have since worked with another lender who was phenomenal and got us into our home in less than 4 weeks with no issues. Let me just say my first home was financed with Carrington, I worked with XXXX XXXX and XXXX XXXX and they were excellent, the process was quick and easy. Im not sure if it's the transition to XXXX orb this loan team but I will not recommend this loan company to anyone in the future as this was the worst and most expense experience of our lives. Calculating hotel expenses, storage costs, boarding fees, and medical expenses endured from the stress and anxiety caused XXXX/Carrington has cost our family thousands and thousands of dollars should have been used to settle comfortably into our new home. I have all email correspondence with all XXXX and Carrington representatives during this entire transaction if needed for your documentation. I can also provide documentation of costs endured due to the negligence of your organization upon request.
10/18/2016 Yes
  • Mortgage
  • FHA mortgage
  • Loan servicing, payments, escrow account
  • MO
  • 63116
Web
I previously filed a complaint with the Case Number Case number : XXXX. The response received from the Mortgage Service Provider as their response identified illegal compliant issues that violate HUD, FCRA and conflicting information with handling disputes that is not on their disclosures. As in my previous complaint, all I needed was a one month forbearance to get caught up and avoid paying excessive late fees. I was advised by CMS representative that the company does n't participate in forbearance options. I encourage to listen to the phone calls for validation. This is not true as HUD has multiple forbearance options such as special forbearance, formal forbearance and informal forbearance. I 'm not disputing RESPA or the escrow applied. How is this relevant to my complaint? Does paying all the late fees to Carrington Mortgage impact the escrow? This does n't make sense. The company is bringing up the purpose of the FCRA regulation ; however, the FCRA regulation does have verbiage that company may not report negative information. Considering, I was unable make a payment via IVR due to line being busy ( falls into a technical issue on the company behalf ). Additionally, the negative information remained on my report without indicating the transactions are in dispute while the transactions were in dispute. I only received XXXX RMA files, the XXXX I filed out at fax ; however, the company did n't receive it. I received XXXX later after being told my options resulting in disqualification. The company charges excessive fees for making payment. {$15.00} for placing with CMS, {$5.00} for placing through and IVR system? Before XXXX this company collected late payment fees in addition to other fees via IVR or calling through CMS. Just as it is reported on the company website it states ( additional fees may apply ). Additionally, I find this odd as that verbiage on the disclosure ( may be submitted ) is also verbiage on the Discloser that is related to FCRA. All complaints to be submitted in writing is not reported in the company disclosure. Based upon your investigation, CMS did not accurately report the loan status to the major credit reporting bureaus. I am being held liable for technical issues of the company additionally, they inaccurately reported my information to the bureaus during a dispute. In the past, the only payment options encored a fee. I only had online access through public Wi-Fi spots which are not safe or secured or by mail to a lockbox which I was concern that it will receive and/or process late by the time I had the money in the account. I agree CMS has payment options but majority of them requires additional fee. CMS is not committed as they are not properly following the FCRA regulation, detailed information is missing from their disclosures. I only request for a month forbearance ( which Is rather simple for most data furnishers ) without filling out excessive paperwork for a loan modification which I was informed I do not qualify. Also, provided it appears, I 'm being mis-directed by CMS which is providing RESPA and escrow accounts escrow accounts that is not relevant to this complaint. Being misled from more than a few representatives within CMS. In short, CMS responses are irrelevant, unjust and dishonest. This has already caused a hardship as I have a deck that is collapsing and needing replaced estimating XXXX. which I do n't not have. I had an excellent credit score and enough equity for a refi with a cash out option ; however, providing the negative information, prevents me from the cash out option and now I have to resolve another safety concern. Additionally, I do n't have a computer and was going to use the cash out option to purchase a computer so that I can go back to school to get my XXXX XXXX and XXXX to keep my XXXX.
12/30/2019 Yes
  • Mortgage
  • FHA mortgage
  • Struggling to pay mortgage
  • MS
  • 39218
Web
I began modification application assistance for my home in XX/XX/XXXX, and started submitting documents about myself and my mother who lives in the home with me and my XXXX daughters. I continued submitting documents as requested to complete the file up to XX/XX/XXXX, which included copies of my last two years of tax returns, to expedite things as advised by an agent with Carrington Mortgage Services who had my loan. I was advised this would move things along without them having to wait for documents from the Form 4506T. I had communication with them from XX/XX/XXXX up thru XX/XX/XXXX to check for whatever was needed to get my file to underwriting. On XX/XX/XXXX, I was told I had a complete package and my file was gone to underwriting and I needed to just check back in weekly to follow up on the process. I went out of town for XXXX, got back to find a XXXX XXXX XXXX agreement on my doorstep. I found also today that the foreclosure was still executed on XX/XX/XXXX, although I was told on XX/XX/XXXX it would be postponed and my file was completed and gone to underwriting. Today the person I spoke to XXXX, claimed the notes of that call were not there, and she had no evidence of the conversation I had with the agent who told me her name is XXXX, I also spoke to on XX/XX/XXXX. I found also today when speaking to the agent from the evictions department that the call from the XX/XX/XXXX was not documented, and the one from XX/XX/XXXX was not documented correctly, with the same woman, who claimed I hung up in process of the call, when I had a whole conversation with her supervisor, or another lady she put on the phone who pretended to be her supervisor. The person advised me what else was needed, and I submitted remaining documents later that day, XX/XX/XXXX. XXXX was upsetting to speak with during the call and I did not want to continue speaking to her and asked to speak with someone else. Her documentation is inconsistent with the conversation we had, and she deliberately misled me to believe I had an opportunity for modification when I did not or my file may have still been incomplete, because the evictions person said it was marked in the notes as of XX/XX/XXXX I was advised nothing had been received. This did not happen on the call. She reviewed documents received, and advised me to update my profit and loss statement and send in current bank statements, all of which I did. I have spoke to this XXXX since I got started in XX/XX/XXXXabout documents needed at least 3-4 times. One person reached out to me from home retention with a phone call, and when I followed up, at was at times difficult to be sure if they were doing anything with all the documents I sent in for 2 straight months. I was also advised by this XXXX early on in the process on a call to keep completing my modification package, and attorneys sending me stuff about foreclosure was just a formality. This was in early XX/XX/XXXX or late XX/XX/XXXX on a call. No one consistently followed up or ever sent any packages on workout offers, other than letters to keep telling me things were missing I had already sent. When I called, they would review and say they saw stuff, then say ok send this or that, but it seems they never sent anything anywhere. They kept turning down my documents or saying I didnt have what I needed to be reviewed. It seems they were deliberately putting me off to foreclose on the property. At any rate, I was lied to about the modification process, and foreclosure still went forward, although I was told it would be postponed for the review of my documents. The records and live conversation recordings need to be reviewed. I have every email with attachments I sent in to them, which includes date stamps. No one there was actively working to help me. I never had a case manager or anything.
07/22/2015 Yes
  • Mortgage
  • VA mortgage
  • Loan servicing, payments, escrow account
  • TX
  • 78253
Web Servicemember
My mortgage was sold from XXXX to Carrington Mortgage Services in XXXX, and I have had nothing but problems since. For 11 years I have paid my mortgage to XXXX at the mid-month prior to the due date ( e.g., paying the mortgage due XXXX XXXX on or about XXXX XXXX. ) This is to ensure the payments go through and gives me time to react if a payment is not processed correctly. This has thankfully never happened -- until Carrington. I was informed by Carrington via a XXXX XXXX letter that they would assume accepting my mortgage payments as of XXXX XXXX. This should not have affected my XXXX XXXX mortgage payment to XXXX, as I was not even aware my mortgage was being transferred. Prior to the transfer, and due to some unexpected bills and financial flux, I paid my XXXX XXXX mortgage to XXXX in XXXX halves on XXXX XXXX and XXXX XXXX. This is where the problems seemingly started. On XXXX XXXX, after diligently ensuring the payment routing information was correct, I made my XXXX XXXX mortgage payment to Carrington per their instruction. At the beginning of XXXX, after setting up my online account with Carrington, I checked my payment history, only to find out I was somehow now behind in my payments. Since then, I 've been getting the run around from this company. Their story was that XXXX credited the split payment made in XXXX as additional principal, and not as my XXXX XXXX mortgage payment. They informed me they would remove the full mortgage payment from my total principal paid, and credit it as my XXXX XXXX mortgage payment. This did not happen. On XXXX XXXX, I called back to find out why it did not. " XXXX '' informed me she was aware of the situation, that she had e-mailed the issue to her supervisor, and that her supervisor had e-mailed the finance supervisor to fix the issue. Now, the additional principal was to be drawn out of my total principal and applied as my XXXX XXXX mortgage payment. Again, this did not happen. I called back on XXXX XXXX and spoke with " XXXX. '' After an interminable hold, she informed me a supervisor would look into the issue and contact me in 24-48 hours. That did not happen either. I called back on XXXX XXXX, and discussed the issue with " XXXX, '' ( female ) who informed me that she would send another e-mail to finance to inform them of the issue, but that it was possible the issue was being worked, since fixing my account could take up to 15 days after my previous call of XXXX XXXX. On XXXX XXXX, after realizing there was still no resolution to my issue, I called Carrington again. After another interminable hold, " XXXX '' put me in contact with a supervisor, " XXXX, '' who said I needed to provide all my bank statements from XXXX onward to prove I had made the payments I claim. On XXXX XXXX, my bank faxed all pertinent documentation, with annotation, to " XXXX '' at the e-fax number he provided ( XXXX. ) I sat down and combed through my financials and have ascertained the following : Per my bank, I have made payments as follows since XXXX - {$620.00} - to XXXX ( half my XXXX XXXX mortgage as explained above ) XXXX/XXXX/2015 - {$620.00} - to XXXX ( half my XXXX XXXX mortgage as explained above ) XXXX/XXXX/2015 - {$1200.00} - to Carrington ( for XXXX XXXX mortgage* ) - transaction # XXXX - {$1200.00} - to Carrington ( for XXXX XXXX mortgage* ) - transaction # XXXX - {$1200.00} - to Carrington ( for XXXX XXXX mortgage** ) - transaction # XXXX - {$1200.00} - to Carrington ( for XXXX XXXX mortgage*** ) - transaction # XXXX I paid {$1200.00}, vice my regular mortgage of {$1200.00}, as prior to the mortgage transfer XXXX had informed me of an escrow shortage requiring an increase of {$4.00} per month** I went back to paying {$1200.00}, as Carrington apparently was n't informed of the escrow analysis by XXXX*** Per Carrington '
10/01/2015 Yes
  • Mortgage
  • Other mortgage
  • Loan modification,collection,foreclosure
  • IL
  • 61820
Web
More complete record attached. The servicer has not been following the CFPB guidelines designed to allow borrowers to complete a modification packet. The CFPB was enacted to " promote fairness and transparency for mortgages, credit cards, and other consumer financial products and services. The CFPB will set and enforce clear, consistent rules that allow banks and other consumer financial services providers to compete on a level playing field. '' Federal Register. The spirit of the CFPB encourages borrowers to submit modification packets for review and imposes regulations on the servicer that prevent them from arbitrarily denying packets to move the foreclosure process forward quickly. The CFPB requires transparency and cooperation to aid borrowers. Beginning XX/XX/XXXX I have been attempting to receive a modification on my current mortgage. I want to be able to keep my home. I submitted a packet, through my attorneys, to the bank for review. My loan is serviced by Carrington Mortgage. On XX/XX/XXXX the servicer sent a Certificate of Readiness indicating my packet was incomplete. The servicer indicated my packet could not be deemed complete for review until evidence was shown that a XXXX lien on the property had been resolved. Through my attorneys I inquired as to what regulation and lien the servicer was referencing. After waiting several weeks my attorneys inquired on the status of my packet XX/XX/XXXX. We were told my submission could still not be reviewed at that time because of a XXXX lien on my property. Regulation 12 CFR 1024.41 ( b ) ( 2 ) ( B ) requires a servicer to inform a borrower within 5 days if a packet is complete or incomplete. The servicer did not certify the packet incomplete or complete within 5 days. There are no liens on my property that supersede my mortgage. My loan is USDA insured and the USDA guidelines do not prevent a modification from being reviewed because of a XXXX lien ( XXXX ). Even if there was a XXXX lien on my home the USDA guidelines would not prevent my packet from being reviewed and a modification offered. My attorney 's informed the bank of the USDA regulation. The servicer is bound by HAMP regulations laid out in the HAMP servicer guidebook. Rule 9.3.1 states it is the servicer 's responsibility to " ensure that the modified mortgage loan retains its XXXX lien position and is fully enforceable. '' If the lien was an issue the servicer should have been working with me to make sure the modification was given XXXX lien priority. It is the servicer 's duty to get the necessary approvals to ensure the modification retains XXXX lien priority. The XXXX lien on my property should not have affected the servicer 's ability to ensure the modification had first priority. The bank attempted to enter a default judgment against me despite not following any of the CFPB rules. A judicial order was given requiring the bank to allow me to submit a new packet for review. I assumed the packet would be reviewed in good faith. Complying with the court 's order I submitted a new packet on XX/XX/XXXX. I was advised by my attorney 's a waterfall analysis showed I qualified for a modification. With the other issues cleared I thought I would be granted a modification. After waiting a full month a decision was handed down by the bank on XX/XX/XXXX. I was denied a modification, no explanation was given and I was not reviewed for other options. 12 C.F.R. 1024.41 ( c ) ( 1 ) ( i ) requires a borrower be reviewed for all loss mitigation options. My attorney 's informed the bank of this requirements but there has been no movement. I filed a timely notice of appeal/error letter informing Carrington mortgage I should have been reviewed for all loss mitigation options. Furthermore in the letter is stated my intention to appeal the banks decision.
09/04/2016 Yes
  • Mortgage
  • FHA mortgage
  • Loan servicing, payments, escrow account
  • MO
  • 63116
Web
I was advised by a Customer Service Advocate and Escalation Representative to send my request via email to Customer Advocate. I 'm requesting to remove late payments from my credit report. In the year of 2015, I was laid-off and have been unemployed almost half of the year. Fortunate, I got a job in late XXXX 2015 ; unfortunately, I 'm unable to pay the mortgage payment at least after XXXX of the month. I have the income on third week of the month. This resulting in paying the late fees that were added to my account. I 've asked for a forbearance to catch up, however, I was informed that the company does n't participate in forbearance and home modification to decrease the loan amount will apply. I did n't qualify for the modification considering, I make enough money to pay for the mortgage ; it 's just timing is the main issue as I have to pay a large portion of another XXXX secured loans that consumes a large portion of my net income for the first two weeks. I ran into hard period in XXXX and I was out of the country in XXXX. In XXXX, I ran into a safety issue with exposed asbestos in addition of erosion, basement flooding and repairing a roof. The last day, I attempted to make the payment via phone ; however, I kept getting a busy signal. I made the payment the first day in XXXX. In XXXX, it was very stressful and difficult to arrange for transportation in a foreign country ; however, even though I had every attention to pay before XX/XX/XXXX, I simply forgot and the realization of the different time zone. I 've notified Customer Service Research department but they denied my request. From the materials received by them, it is perceived they are looking at issues in absolute and not taking the customer issues at hand. I find this to be a disparaging. The months that I paid after 30 days and on the first day of the following month, I was dealing with elevated stress. I was able to get reimbursed for time missed of work due to a car accident by the at fault insurance company in which I was finally able to make the payment on time for XXXX payment. Unfortunately, I 'm dealing with an overdrawn account in result ( XXXX of the month is extremely difficult for me ). Considering my circumstances, I 'm asking for a second chance to remove the late payment from my credit report. I made the 30 days late the following day as it is my every attention for it not to injury my credit report which an effect my employment. I 'm a XXXX which is not an economic and personal source of security. I made ever late payment which resulted in increased revenues for the bank. I 'm not disputing the late fees accessed to my account, just the removal as this is causing significant harm. The insurance money brought my account current in which this helpful for me stay current due to the income and timing. I was later advised to submit dispute to the Customer Advocacy Team on multiple occasions from Customer Service in addition to the Customer Service Escalations Team. After submitting the request, the Customer Advocacy Team, I was latter informed that this group is not responsible for investigating my request. The representative informed me that I have to submit my request back to the initial team in which I did n't agree with their decision as the company ignored that there were technical issues with me making the payment as the line was consistently busy to make the payment by phone. Additionally, Carrington Mortgage still submitted the late payment to the Credit Reporting Agencies while I was disputing their decision. I informed the representative that many people form his company gave me the direction to escalate my concerns to this team, and his response is that its coaching opportunity. I found this odd considering that appeared it was their business decision model.
11/18/2016 Yes
  • Mortgage
  • FHA mortgage
  • Loan servicing, payments, escrow account
  • MO
  • 64802
Web
Such a long story, and so many issues. But here 's our latest issue. We had a house fire on XX/XX/XXXX. We 've been living in a hotel ever since. We are having problems with our mortgage company cooperating with the progress of getting our home repaired so we can go home. We received XXXX checks at {$7500.00} a piece to get the job started. It was like pulling teeth to get the first XXXX checks. They kept giving me different hoops to jump through to even get started. Then anytime I faxed them any documents that they requested, they would claim they did n't receive them, making me fax numerous times. We finally received the XXXX checks, after blood, sweat and tears. On XX/XX/XXXX, I called Carrington Loss Draft to request an inspector come out and look at the work so we could receive the last XXXX to finish the work. I was told an order was put in and I should hear from the XXXX party company to schedule an inspection. I waited a week and did n't hear anything. After numerous called several times weekly I finally found out on XX/XX/XXXX that an inspector had never even been contacted! XXXX business days had come and gone without my request ordered. Every time I talked to them, they asked if at least 45 % of the work had been done, that percentage was for another draw. I said I was n't sure as I was n't a XXXX. Finally on XX/XX/XXXX an inspector called me to schedule an inspection at the house. We are scheduled the appointment for the next day at XXXX PM which would be XX/XX/XXXX. I contacted the contractor so he could be there with the inspector for any questions that you may need. The inspector showed up took a few pictures talk to the contractor, and asked me if the mortgage company would pay at 45 %? I told him that they would as that was the percentage I was quoted every time I called. I was also told by the mortgage company that the inspector had XXXX hours to get the full report to them. I called Carrington Loss Draft after XXXX hours and ask about the inspection. They claimed on numerous occasions that they still have not received the inspection. I tried to call the inspector, I left him a voicemail but he never returned the call. I was on the phone with Carrington Loss Draft just about every single day waiting for the inspection, and waiting for the percentage so we could get another draft. I shared the number of the inspector with my husband he was able to contact him yesterday XX/XX/XXXX The inspector told my has been that they sent a 45 % complete report to Carrington, but they rejected it and told him the percentage needed to be lower. So he lowered the percentage to 35 %, and Carrington mortgage rejected that report and said it needed to be even lower. So the inspector finally rated the work at 25 %. He said he did not want to be pulled in the middle of this as it was going to get very messy. I called Carrington Mortgage yesterday and told them that I found out what they were up to they denied the allegations, and said at this point even had a 45 % complete rate they will not release the last draft. The contractor is out of pocket several thousands of his own dollars for the work being completed on our house. We had to write a check out of our credit card for {$4000.00} just to get more work done on the house. We are at our wits end and we do not know what to do! They are hijacking our insurance checks like they do to thousands of other people around the country. My husband and I are both XXXX, and I can not afford to make payments on a {$4000.00} credit card. But we have to do what we have to do to get back in our home. Our insurance company XXXX XXXX, is spending just about {$6000.00} a month for us to stay at the XXXX. Any help that you could give us would be highly appreciated as we only want to go home to our finished XXXX, XXXX
11/18/2016 Yes
  • Mortgage
  • FHA mortgage
  • Loan modification,collection,foreclosure
  • AZ
  • 85339
Web
I have been in compliance with Carrington Mortgage Service and I 've been getting the total runaround. I 've furnished information upon their request even though I was informed that a letter of Explanation would suffice, conflicting information has been given to me which caused my file to be closed unjustly. I 've requested that my file be reopened and that I not be held accountable for wrong information provided to me by their Representative nor should I be penalized for contradicting information given to me by them. I have been trying to get a Loan Modification due to financial hardship, however they areextremely difficult to deal with because of their eagerness to unjustly Foreclose on my Home despite my diligent efforts to be in compliance with their requests. Iwas informed by XXXX on XXXX XXXX, 2016 at XXXX, XXXX time of which the call lasted 19 minutes and 47 seconds that I did not have to submit Court Ordered Documents because a Letter of Explanation would suffice which is what I did on XXXX XXXX, 2016 meeting their deadline. He told me to just submit that along with a Revised RMA and I followed his request and his instructions. I am constantly receiving intentional contradicting information from numerous different Representatives which is causing confusion anddistrust. Their Intent to Foreclose on my Home has gotten vicious and aggressive. I called the following day on XXXX XXXX, 2016 and spoke with XXXX in their XXXX, XXXX office at XXXX, call lasted 3 minutes and 33 seconds and he assured me that documents had been received and were being reviewed by the Underwriting Department. He told to follow up in a week, however I received a letter shortly thereafter dated XXXX XXXX, 2016 stating my file had been closed due to not submitting all requested documents which was not true. If this was the case and notes are being maintained on my file why did n't he inform me of this because I called that afternoon. I took his word at face value. On XXXX XXXX, 2016, I received a call from Carrington of which I returned the call, I was hung up on 4 times and their system would not recognize my Social Security Number. I called at XXXX andXXXX, I immediately called back and spokewith XXXX at XXXX after getting through all their options. She said they closed my file then as I was asking questions as to why she intentionally hung up on me after she pretended like she could not hear me, call lasted 10 minutes and 55 seconds. I called back at XXXX and was hung up on again. I called back again at XXXX and spoke with XXXX, Teller ID # XXXX, she refused to give out her last name as did the others and they also refused to give out Teller ID # 's. She provided very little information, therefore I asked to speak with her Supervisor, she said the Supervisor was not available and would have him to return my call then she hung up on me. I received a phone call from XXXX XXXX XXXX, Teller ID # XXXX and she was stating they were going to FORECLOSE on my home and that she was on a dialer and the dialer called me. I asked for the phone number to XXXX to voice my complaint of how I am getting conflicting information, the runaround, being hung up on and just the unprofessional and inaccurate way my account is being handled and she refused to give me that phone number. On XXXX XXXX, 2016at approximately XXXX, I received a call from Carrington which lasted 45 minutes and 34 seconds.I was on hold for approximately 2 minutes before anyone said anything. I spoke with XXXX, Teller ID # XXXX because she refused to give out her last name. She said this was a follow-up call and that my mortgage assistance was still being reviewed in the Underwriting Department. She lied to me said no Foreclosure proceedings then she changed gear, please reference to attached detailed letter
01/26/2017 Yes
  • Mortgage
  • FHA mortgage
  • Loan servicing, payments, escrow account
  • SD
  • 57104
Web
I received a notice on or about XXXX XXXX, XXXX from XXXX XXXX XXXX that they had sold my mortgage to Carrington Mortgage Services and they were no longer servicing my loan. By the XXXX, I still had not received anything from Carrington Mortgage so I called XXXX XXXX XXXX concerned about making my XXXX mortgage payment that was due by XXXX XXXX. XXXX XXXX XXXX reassured me that I should receive information soon and that Carrington was not assessing late fees. I finally received some information from Carrington regarding the purchase of my mortgage but never received a billing statement to make my payment with them. I used an address in the information they provided to send my XXXX payment. By XXXX XXXX, XXXX, I still had not received any billing statements from Carrington Mortgage, so I called them. The representative ( XXXX ) requested a payment for both XXXX and XXXX. I advised that I had sent my XXXX payments several weeks prior and it had cleared my checking account. She did some research and advised me, they did receive my payment, just did n't post it to my account. I requested an explanation on why it was n't posted when it was received and she apologized and said she did not know why it was n't posted and had it applied to my account that day. I also made a phone payment that day for my XXXX mortgage payment. During this call, I also questioned by they did not have the most current information on my account from XXXX XXXX XXXX, they had a phone number that was over 10 years old and my last name has n't been updated since I was married in XXXX XXXX. I advised that XXXX XXXX XXXX had all the most current information and documention from my name change. They did not know why they had 'old ' information and requested new documentation to update my records. I sent the documentation necessary including automatic withdrawal information for my payments since their website only allows me to log in and view my information but I can not make an online payment, even though is a service advertised on their website. It states it can not process my request each time I try to do an online payment, the representative could not answer why to this question either. Yesterday, XXXX XXXX, I received a certified letter from Carrington Mortgage Services that my mortgage was 60 days past due since my XXXX and XXXX payments were not received and that my mortgage may go into foreclosure. I immediately called them and stated both the payments had cleared my checking account already, I explained the issues I had from the call on XXXX with the XXXX payment not applied, and making my XXXX payment by phone and the representative said " you 're account is current now, have a good day '' and attempted to hang up. I requested a manager to speak to, the manager introduced herself and said " is there a reason you requested to speak to me, you 're account is current ', I explained the certified letter I had received about not receiving my payments, and she just kept saying well your account is current now. I asked why I do not receive my billings statements and she replied because my mortgage was discharged in a Chapter XXXX Bankruptcy and they do not have to send me billing statements. I advised that my loan was not discharged in bankruptcy and that they are required to provide billing statements for me to send my payments in with, she argued about this then finally put me on hold and said she submitted a request to have billing statements sent to me. Neither of these representatives could answer any of my questions, why they said my loan was in bankruptcy, why I do n't receive billing statements, why I received a past due/foreclosure notice, or why my payments are not posted to my account when they are received. In my opinion, this company is breaking many laws!!
05/29/2015 Yes
  • Mortgage
  • Conventional fixed mortgage
  • Loan servicing, payments, escrow account
  • CO
  • 80232
Web
I have been disputing fees and miss applied payments with Carrington Mortgage Services since XX/XX/XXXX. I was instructed that I need to wright a letter of dispute and submit it to Carrington for research, to be able to correct the miss applied payments, correction on my credit ( due to there error, it was reported that I had not made my monthly payment ), and wrongfully charged fees that total almost {$1900.00}. I submit the letter for dispute on XX/XX/XXXX and included my bank payment ledger showing the payments were sent and sent timely, in addition to Carrington 's ledger showing where the payments were received and miss applied ( XXXX payments fully applied to escrow and the other to the wrongfully charged fees from XXXX ) thus showing why it appeared in there system that I had not made a payment to the principal balance. In addition to submitting this letter of dispute I also filed dispute claims with all XXXX credit Bureau. I received an email from XXXX stating that the dispute had been completed. Carrington removed the report of the late payment ( while still charging me a fee for the late payment ) but reported that I am past due {$1900.00}. I called Carrington today to review the status of my dispute and was informed that I owe {$1100.00} in fees ( {$20.00} are late fee for XX/XX/XXXX ; the month that my payments were miss applied ) not {$1900.00}, and that my dispute claim is still under research and can take up to 30 day for me to receive a final response. I am very concerned about the manner that they are going about in this matter ; because not only is Carrington Mortgage Services reporting that I owe {$1900.00} and they are telling me a different amount owed, but that they are charging me fees for there errors, and reporting incorrect information costing my credit score to plummet over XXXX points in a month due to there errors. Lastly it appears that the more I dispute the errors and request the corrections the more my credit score is being impacted negatively. I would love to say that these errors are the first time that this has occurred, but there not ... that is where the almost {$1900.00} in fees are coming from. In XXXX, when I was trying to save my home from foreclosure ( due to layoffs ) and was on a payment plan, I went to submit the final payment to complete the payment plan, I was alerted that I had not made my payment timely and they are proceeding with the foreclosed. This was not true as they were able to find record that I had made my payments as agreed to. However, because I was making the payments XXXX ( due to my pay cycle ) and the first payment ( which was early ) came in as a " Partial Payment '' the associate processing the payment did not review the notes that stated that it was okay for me to make " Partial Payment '' as long as it was not late and sent my payment back through the U.S. Mail. This caused a waterfall effect subsequently causing the second and final payment to be rejected. Upon escalation it was verified that I was not late and was paying as agreed to. Unfortunately, even through this was not my error I was still charged the foreclosure fees, which I have since tried to have removed. I eventually gave up after constant fighting with the company, until now when they are reporting to the credit bureaus that I owe almost {$2000.00} and killing all of the work I have done to repair my credit. Carrington Mortgage Services needs to understand that they can not punish the consumer for there errors and that these issues need to be correct. I am the victim in this case, Carrington has falsified information on my credit report, killing my credit score, and trying to take money from me that is not owed. This has had multiple negative impacts to me, from stress, anxiety, and denial of credit.
01/08/2019 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • PA
  • 19462
Web
To whom this may concern My loan was recently sold and transferred to Carrington Mortgage services. Before that it was owned by XXXX XXXX XXXX since XX/XX/2008. My last payment I made to XXXX XXXX XXXX was XX/XX/XXXX, after that my payment was made to Carrington. During this short time Carrington has not sent me any requested literature on their company or a breakdown of my mortgage balance as requested. When first making my payments I was told the loan was to new to pay online avoiding the XXXX service fee I had to pay on the phone On XX/XX/XXXX I called to make a monthly payment over the phone with a associate. I authorized a one time payment of XXXX to be debited from my account. On XX/XX/XXXX that payment was paid and posted to my account. The transaction my posted on my online banking. XXXX XXXX also confirmed this was accurate During the same month of XX/XX/XXXX on XX/XX/XXXX and XX/XX/XXXX Carrington Mortgage made two unauthorized attempts to debit my account. XXXX XXXX confirms this For XXXX. I called carrington mortgage on XX/XX/XXXX to express my concern about the unauthorized debits to my account in XXXX. Right after I verified my information the representative told me my loan was delinquent. Asking me my intentions for my home. And I did not pay my monthly payment in XXXX. I told him my payment was made on XX/XX/XXXX The representative told me my payment came back insufficient funds and I need to pay a payment now but only by XXXX XXXX or XXXX XXXX since my account is flagged I told him a payment was made on XX/XX/XXXX and my banking intuition confirmed that. He told me I can make a complaint to the resolution department about my missing payment. Which he did. But then aggressively keep taking to me about making a payment even know I told him a payment was just made. Even suggested until " find the money '' He told me he could take 30-60 days to resolve and payments still need to be made. And if it's not resolved my XX/XX/XXXX but XX/XX/XXXX I would need to make 2 payments by XXXX XXXX and that 2 payments is all they would accept. He offered me ZER0 explanation for why my account was debited to addition times unauthorized in XXXX He was rude and unsympathetic and the mistakes in my account and my lost payment. I got off the phone feeling extremely concerned with my mortgage with carrington. After that I faxed in the paperwork requested to the number they provided me for the resolution department for my XXXX missing payment. I faxed the information five different times. Over the next couple days and weeks I call daily sometimes twice a day. And nobody could even confirm they received my paperwork. I asked to speak to the resolution directly but carrington told me they do not take incoming calls So now I'm stuck waiting with no resolution And no concern to get this situation fixed. I can't email them. Because carrington does not email. You can not talk to anyone directly. They will not call you even when you request a call about your account. My last attempt was to call them on a three way call with XXXX XXXX. After speaking to XXXX XXXX they offered to help me by giving carrington the transaction and speaking to them but once they were on carrington refused. At this point I feel carrington is pushing me to be delinquent and putting me in a situation to loose my home. They offer my zero help to get this resolved when all I want is to pay my mortgage on a monthly basis. The whole month I felt physically ill and stressed out just waiting. I made to feel every time I speak to them that I could lose my home. I refuse to pay them by XXXX XXXX considering they lost a ach payment. And I'm having no luck getting that cleared up. I really need help because I am simply at a breaking point XXXX XXXX
10/21/2016 Yes
  • Mortgage
  • FHA mortgage
  • Loan servicing, payments, escrow account
  • WA
  • 98902
Web
Our loan was sold from XXXX to Carrington Mortgage in XXXX XXXX '. We were in the middle of a modification with XXXX when the loan was sold. We contacted Carrington and were told we did n't qualify for a Modification and that all passed due amounts were due to avoid foreclosure. After getting funds together I called Carrington and asked what was past due amount + 1 month to stay ahead. They gave me dollar amount XXXX and that is what I paid. Then on XXXX/XXXX/16 we received a Certified Letter stating we were 2 months past due and needed to pay this by future date. I called them and stated this was not accurate and they told me to disregard the letter as it must have been crossed in the mail with the payment. The same thing happened XXXX, same response must have been an oversight and to disregard. When I call to make my payment in XXXX they tell me I am 2 months past due and to catch up I need to go on a payment plan of XXXX paid in XXXX, XXXX, XXXX. I agree to this as I do n't want to be foreclosed on. We had fraud in our bank account at the end of XXXX, so knowing there might be an issue with my payment of XXXX I call them and let them know. They said that I can make a double payment when my funds are available. I make a payment of XXXX on XXXX/XXXX/16, when I call afterwards to confirm payment they tell me I am still 1 month past due and I need to set up ANOTHER payment plan for XXXX for XXXX, XXXX, and XXXX. I asked them to double check the amount and they assured me that I was 1 month behind so I agreed to the payment plan. I then receive a Certified letter dated XXXX/XXXX/16 stating XXXX and XXXX payments are past due and that I need to pay XXXX to bring the account current. I call them and they say disregard as it was computer generated. So after the payment on XXXX of XXXX that means alone in the month of XXXX 2016 I PAID XXXX on my account. I then call Carrington to make sure everything is on the up and up so we can get a Home Loan for our current resident. I speak to a XXXX who goes over my account. While we are going over the account the math is not adding up in various ways. She also states that Carrington has reported me 30 days late XXXX, XXXX. She stated she could n't figure out the issues with the payments so she would research and have me call back XXXX. I called back XXXX/XXXX/16 and spoke to XXXX he tried to email XXXX but was not able to touch base with her. He confirmed all the information I had went over with XXXX. He as well was saying the math was n't adding up and looks like there is a month missed somewhere. He also stated they needed to remove the 30 day late from XXXX as I had a grace period of 60 days after the loan was sold. He also stated there were 4 certified letters sent all showing ATLEAST XXXX past due but the dollar amounts in the letters was not adding up correctly. I called again on XXXX as a certified letter was attempted at my house. I spoke to XXXX XXXX asking her the details on the letter. She stated the letter was saying I was past due XXXX ( XXXX ) and XXXX ( XXXX ) and that I needed to pay a total of XXXX to bring the account current. She as well agreed there was a mistake and she could n't give me any answers as to why it did n't make sense. She documented my account and forwarded info to her manager and he should be in touch with me if he could help. I then confirmed my payment of XXXX for XXXX and she said I should just pay the minimum XXXX and she does n't think I should be paying the XXXX. My XXXX credit report ( this is the only report that shows monthly payments to them ) shows current XXXX XXXX, 30 days late XXXX 2016,60 days late XXXX 2016, 90 days late XXXX 2016, and current XXXX 2016. This is scaryas no one at Carrington can explain why or how this happened
03/28/2016 Yes
  • Mortgage
  • FHA mortgage
  • Loan servicing, payments, escrow account
  • TN
  • 37343
Web Older American
Dear CFPB, I XXXX XXXX am submitting this complaint in regards to my mortgage with XXXX XXXX XXXX ( XXXX ) was which transferred to Carrington Mortgage Services ( CMS ) LLC under the pretense of my Mother is currently under Bankruptcy and missed mortgage payments. The new Mortgage Company ( CMS ) is stating that I am behind in payments and bankruptcy. This is completely false. Carrington Mortgage Services ( CMS ) and XXXX XXXX XXXX XXXX XXXX have put my house in foreclosure. Now, in the hands of debt collector XXXX XXXX XXXX with foreclosure date of XXXX XXXX, XXXX. I have tried to pay them what I owe for the three months but CMS would not let me pay. I currently owe CMS {$4900.00} for the three months I was not allowed to pay ( XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ). I have the funds and ready to pay for these months, so I am current. I did file bankruptcy in XX/XX/XXXX for credit cards ( which include a card with XXXX XXXX XXXX ), medical bills ( for XXXX ) and a car. The house was not included in the bankruptcy, in which the mortgage loan was with XXXX ( XXXX XXXX XXXX bought the loan from XXXX before it went out of business ). I believe that XXXX XXXX XXXX attempted to collect the credit card debt that was discharged in the XX/XX/XXXX bankruptcy. I did a special forbearance with XXXX XXXX XXXX in error. The Special Forbearance was to be for the Making Homes Affordable ( MHA ) program. You do trial period of 3 payments, then once you fulfill the payments this would qualify your for MHA program. I should have never did this program. I was not behind in payments. XXXX XXXX XXXX accounting system was behind with my payments. I believe I was misled into applying for this program. For past seven years XXXX XXXX XXXX has been harassing me about being behind in my mortgage payments. Each time I have provided copies of payment and cashier check receipts for any discrepancies. It seems that their something wrong with XXXX XXXX XXXX accounting system. I will attach copies of my ACH payments and cashier 's checks ( XX/XX/XXXX to XX/XX/XXXX ) paid to XXXX XXXX XXXX when the mortgage company took over the loan. In fact, I made payments directly to XXXX XXXX XXXX ( XXXX ) at their bank in XXXX, TN via cashier 's check. I have sent all the information to Carrington Mortgage Services ( CMS ) four times for the three months that XXXX XXXX XXXX ( XXXX ) said I was behind. Apparently, XXXX has not sent all the necessary documentation to CMS with all the payments. I request that XXXX send to CMS an Amortization Schedule of all the payments made up to XXXX XXXX, the last month I made payment to XXXX. I included bankruptcy document and discharge documents, payment and cashier check receipts, and three months of bank statements showing payments of months in question. Carrington Mortgage Services is stating that I am behind three months : XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I sent this information to show the new mortgage company Carrington Mortgage Services that my payments are current. I want the following question answered : Why did XXXX XXXX XXXX sell my loan to Carrington Mortgage Services ( a company that handles mortgages in trouble ) under the pretense of bankruptcy and missed payments? Why is Carrington continuing the harassment that XXXX XXXX XXXX has been doing for seven years? How can you foreclose on a home in which the home owner has never missed a payment? When I have records of all my payments and XXXX XXXX XXXX has never asked for me to send the records to them. I would like an Amortization of all payments from the beginning month XXXX XXXX XXXX assumed my loan to XXXX XXXX. As this will clear up all the confusion. XXXX XXXX XXXX is yet to provide me my end of year statement for XX/XX/XXXX.
11/17/2015 Yes
  • Mortgage
  • Conventional fixed mortgage
  • Loan servicing, payments, escrow account
  • FL
  • 32789
Web
XXXXBureau of Consumer Financial Protection Department of Business OversightXXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXXDear Consumer Protection Representatives, Please help me with this complaint against Carrington Mortgage Services and force them to refund the double remittance they received for my XX/XX/XXXX mortgage payment. They also charged me a {$46.00} late charges and a {$20.00} fee that they claimed was " overdue ''. How can there be late charges when the payment due XXXX/XXXX/15 was received by them on XX/XX/XXXX? I refinanced my house on XX/XX/2015 with XXXX XXXX. On XX/XX/2015 they prepared a Payoff Statement showing an outstanding principle of {$130000.00} yet the statement dated XX/XX/XXXX showed an outstanding balance of {$130000.00}. Why the XXXX differenced for balances good until XX/XX/XXXX? As I mentioned above, they received my XX/XX/XXXX payment on XX/XX/XXXX that cleared my bank on the same day. Obviously this payment was not included in the payoff amount dated XX/XX/2015 which noted that the XX/XX/XXXX payment was still due. I was told by both XXXX XXXX and the title company who did my closing that I would be refunded for this double payment. But when I called today I was told there was no credit on my account and I had to write their research department and request the refund before it would be sent! That is simply not right. I did receive a {$3500.00} refund of my escrow account, which to be fair only showed {$3400.00} on the XX/XX/XXXX statement. But where do they come up with these numbers ; should n't they match? My entire association with Carrington has been frustrating at best. When they first took over my account I tried to enroll in auto payments as I had my savings account set up to cover the payments with payroll deductions. This worked with the other XXXX mortgage companies that serviced my account, but not with Carrington! Apparently XXXX has a different routing number for my savings account and wrote them saying it needed updated. Rather than correcting it like the others did, they froze my account and prevented me from making any payments either online or over the phone. No matter how many phone calls I made to try and fix this, nothing was ever accomplished. They even shut down my access to my online account. They seemed to be doing everything they could to prevent me from making a timely payment. One time I was on the phone with their representative trying to make my payment from another bank account and I gave her the routing and account number directly from the check ; she even repeated the account information to make sure everything was right but nothing ever processed. However, they were quick to access a late payment fee. No wonder the " XXXX '' website is full of similar complaints. Should n't some agency be investigating them? How can a company that has the ability to destroy people 's lives not have to maintain standards and accountability? Even when I got the XXXX involved earlier this year, their representative was curt and totally unhelpful. I remember that she was able to spend what must have been hours researching my calls to Carrington ; but could n't spend a couple of minutes helping me out. Apparently their motto is " XXXX them before you help them ''. Anyway, I 'm thankful to be working with XXXX XXXX now, a company with a solid reputation for taking care of their customers and this whole ordeal is almost behind me. So please, consumer protection agents, help me obtain my rightful refund from these scoundrels so I can have them forever in my past. Hopefully this letter and the attached statements will provide you with enough information to warrant further investigation. I look forward to hearing from you soon
04/26/2019 Yes
  • Mortgage
  • FHA mortgage
  • Struggling to pay mortgage
  • CA
  • 94513
Web
I have a sale date of XX/XX/2019 very shortly and I applied for a loan modification and was denied! I called to ask why and was told to appeal it. So I then spent time again filling out all the paperwork to then be denied and when I asked why I was denied the first time they said based on income but I showed them my income and it was a mistake they had the wrong income so then on the appeal I was denied again and when I asked why they not in so many words said because I was on state disibility and I couldnt understand that because I have been a XXXX XXXX for well over 10 years and I make yearly around XXXX dollars as well as my monthly take home XXXX XXXX a month on only my schedule not with any overtime included. I explained in my hardship letter to Carrington Mortgage LLC company that I fell to hard times financially this past year but things are better now and I have cash for them but was told without the XXXX it wont matter and I cant understand why they wont take XXXX and move my sale date our give me a loan modification to get the rest back to them. I worked hard to get my house and my children love there home and I cant understand how a company can take your house after one bad year on disibility. Im not XXXX XXXX my job placed me on it and wants me to return back and I have been going thru so much paperwork with this company, I never had a problem when my loan was with XXXX XXXX XXXX but now this Carrington mortgage LLC use bullying tactics and say there is nothing I can do based on me being on state disibility and I have explained to them and showed even on state disibility I can afford my house and its just a well I dont know put together another appeal. I make about XXXX XXXX a month and my mortgage is at XXXX so why is there no way to do a loan modification? I believe its because my house has XXXX XXXX dollars in equity and has great value to this company because if it wasnt about money then why cant they let somebody who has proven income and still makes double the mortgage even on disibility for the short time I was. I recently begged to be let off so that I could return to work because thats what they want to see! I dont care what I hvs todo to keep my home our pay but please help me move this sale date to a later date to give me time to get them all the cash our maybe a loan modification because Im almost there and they wont take a partial payment they want it all out nothing. I even explained my financial hardship having to get my children medical insurance as I was no longer able to get mine thru XXXX until I was returned back to work. I showed them the difference and they had nothing to say so Im out of options and I have to tell somebody who can do something that I feel like I have never felt so played with our bounced around from this to that to this for them and meet all require and still get no modification our extension on sale date. My main complaint is with the company Carrington mortgage company LLC because after reading there consumer reviews Im not the first our last person to get worked over by this company! So Im asking to please take a look at the process they are using for the denial of a loan modification and make sure it is legal because I am beyond stunned and shell shocked that they wont even give me a offer of some sort other then have XXXX and I prob have XXXX XXXX that I can get them with a couple weeks the rest but they are going to sell my home and I will complain to whomever that there in it for themselves and not the best interest of there clients. I furthermore hope that they get closed down our a investigation so that this kind of business they do doesnt continue to happen. Thanks so much, Hope to resolve this matter before the sale date of XX/XX/2019!
08/14/2015 Yes
  • Mortgage
  • VA mortgage
  • Loan servicing, payments, escrow account
  • NC
  • 28054
Web Servicemember
I am a veteran with VA guaranteed mortgage that I have been paying to XXXX XXXX XXXX { XXXX }, on time with no problems, for the last 4 years. XXXX 2015 I get notice from XXXX that on XXXX XXXX, 2015 my mortgage will no longer be serviced by XXXX, but transferred to Carrington Mortgage Services { CMS }. The notice from XXXX stated in writing that NOTHING would change in regards to my mortgage, rates or my payments. Then I received a CORRECT escrow analysis from XXXX, as well as my homeowner 's insurance renewal that went up a little to {$420.00} per year. I then received my property tax assessment for XXXX County stating my new tax value had gone down drastically to {$140000.00} from the previous {$160000.00}. All of the above CORRECT information was sent from XXXX to CMS. However, I then receive notice from CMS that my new mortgage payment is now going to be {$910.00} { up from {$810.00} }. They state in writing that this is due to a shortage in my escrow account. They sent an escrow analysis showing my homeowners renewal of {$420.00} which is correct, but the they show a charge of {$900.00} again for insurance which is not correct making my total insurance for the year {$1300.00} when it reality it is only $ XXXX-So I contacted them to ask why they Stole {$900.00} out of my escrow account for no reason and why was my property tax assessment listed wrong by approx. {$20000.00} when the new assessment for {$140000.00} had just been issued. Their response was that the {$900.00} was for my insurance with some XXXX insurance company of which I have never heard of and have never had insurance with and by their own admission in writing CMS 's very own escrow analysis showed MY insurance so there was no need for any forced insurance or any other need or legal justification for them to steal money from my escrow account and now refuse to return it and correct my mortgage payment to the way it was and always has been. All the while they want me to pay the higher mortgage amount because they stole my money. I have contacted XXXX and CMS MANY, MANY times-I have recordings, that yes, they admit they took my money out of my escrow account and sent it in error to XXXX and that it is all going to get fixed soon. It has now been two months and they are sending intent to foreclose letters. They record all calls so I did too. I asked if I should pay my original correct mortgage amount they said no { on recording } not to pay it and that there will be no foreclosure, all late fees waived and my mortgage will get corrected as soon as they get some random check for {$900.00} back from this XXXX insurance that CMS swears has already sent it to them but they still do n't have it and do not know who they spoke that said it was ever sent. I have also contacted the department of veterans affairs as they guarantee my mortgage to make them aware and seek their help as well. It seems to me this is a complete scam mortgage servicer. As immediately upon receiving my mortgage they STOLE my escrow money, raised my mortgage and my property taxes-even though they have been provided all DOCUMENTS proving their mistake and even though the admit their mistakes over the phone-they still will not fix the issue and are trying to take my home of which I have never paid late and never missed a payment in 4 years-This can not actually be possible-I have uploaded all the documents proving they stole my money and are now stealing my home. I do have many recorded conversations between them and I which can not be uploaded on this site-I am sure I am not the only one they are doing this to and someone needs to stop them-PLEASE HELP ME no matter who I contact they are not fixing the mistake they admit they made and are going to take my home.
02/10/2016 Yes
  • Mortgage
  • VA mortgage
  • Loan servicing, payments, escrow account
  • GA
  • 30058
Web Servicemember
Until XXXX XXXX my home mortgage had all payments up-to-date and was with XXXX XXXX XXXX. Couple of weeks prior to XXXX XXXX, I received notification that my account was being sold to Carrington Mortgage services, nothing would be changing other than the payee, and all payments would remain the same. I began making monthly mortgage payments to Carrington XXXX XXXX, {$890.00} ( principal and escrow ) and {$100.00} ( addl principal reduction ) total $ XXXX monthly. All appeared to be a smooth transaction until I received letter in XXXX XXXX stating my monthly mortgage payment is increasing to {$1100.00}, which is a {$230.00} increase, with no explanation as to why. I called Carrington Customer service to inquire as to why the increase and got multiple explanations as to possible shortages, last of which was because of an Escrow shortage. At which Customer service transferred me to Escrow dept. Escrow dept said my escrow acct was short for XXXX taxes. I informed them that I was viewing my XXXX county taxes and it showed no shortage and actually showed an over payment. So Escrow now transferred me to Tax dept. Tax dept reviewed and said yes they over paid {$890.00} and XXXX county had returned the payment to Carrington so they had to do another escrow forecast re-evaluation to determine correct escrow amount, but to keep from being late on my payment, I was to go ahead and make my normal monthly mortgage payment. I made the payment and awaited the re-evaluation results. I started receiving collection calls from Carrington a week later in which I explained what had taken place earlier ( incorrect tax payment by their company, waiting for re-eval, and the payment I had already made ). The agent explained that Carrington showed me as delinquent for full payment bcuz they could not apply what I paid bcuz it did not match what their system showed I owed and they had also added on a late payment charge. I asked if the re-eval had been completed and the agent said it had and the full amount was still owed. I asked that she send me the Escrow re-eval in the mail. I have since received the Escrow breakdown and it does not appear to have changed. Still attempting to keep my account current, make mortgage payment, and get a clear understanding of why there was an increase I contacted Customer service again. This rep stated it was due to shortage in XXXX and the add on of a {$600.00} escrow cushion. I explained that there was no shortage, I am a XXXX veteran, I have never been charged nor heard of an Escrow cushion, and that there was actually an over payment. She then transferred me to Escrow. Escrow rep then stated it was bcuz of a shortage in XXXX and that I only paid {$600.00} in taxes to XXXX leaving an outstanding balance. I explained I had my taxes before me and that it was paid in full {$1300.00}. She then transferred me to Tax dept, and I explained again. She asked the amount I show paid and confirmed my Parcel ID number. She then stated that they would have to submit another re-evaluation to correct yet another of their mistakes and get the correct Escrow amount. I am still making monthly payments but feel they are not applying the payments so they can add late payment and other charges, I do not understand as to why I would now be getting charged a Escrow Cushion so they can earn interest on money not being applied to my principal nor required for my Taxes nor Insurance, and feel they are attempting illegal mortgage lending practices. I feel that if I was not aware of my Taxes and Insurance payments ( current and past ), I would just be making payments without explanation as to why, and still do not feel Carrington will return with a Totally true explanation as to what I should be getting charged.
03/16/2016 Yes
  • Mortgage
  • FHA mortgage
  • Loan servicing, payments, escrow account
  • GA
  • 30276
Web Servicemember
In XXXX 2014, carrington mortgage became the lien holder for my mortgage which was sold and transferred from XXXX XXXX XXXX. I was never advised of this transaction either by XXXX XXXX XXXX, or carrington mortgage. When I went to make my XXXX 2014 mortgage payment at the local XXXX XXXX XXXX branch, I was advised that I needed to make my payment to carrington mortgage because my current mortgage with XXXX XXXX XXXX had been sold, and bought by carrington mortgage. As instructed, I began making my payments to carrington mortgage from that point forward. In XXXX 2014, I found out that my XXXX 2014 mortgage payment that I made at the local XXXX XXXX XXXX branch never posted to my new carrington mortgage account. From this point forward and to date, I have spent the last year and a half plus trying to resolve this concern with carrington mortgage and to no avail. I have spoken to at least three supervisor 's and three customer service representative 's, and to no avail. I was asked to provide a payment receipt for the XXXX 2014 payment that I made at the local XXXX XXXX XXXX branch, and I have provided carrington mortgage with the requested information they needed and requested in order to research my concern. These six people as listed above listened to my concerns and gave me a false sense of security for an amicable resolution. They refused to call me back, and refused to help me causing me copious amounts of XXXX problems. I have tried on countless occasions to get a higher level supervisor on the phone to try to help me resolve my concern, and to no avail. I have left countless messages for higher level supervisor to call me, and to no avail. Every time carrington mortgage calls, I repeatedly ask to speak to the CEO 's office, and the same answer I get every time they call is that they do n't have the CEO 's office phone number. Some times when I ask for the CEO by name, the carrington representative has no clue who that is. When I ask the carrington representative on the phone to e-mail the CEO 's office have them contact me the answer I get is that they do n't have the e-mail address. Every time that I initiate a call to carrington mortgage, I get the same response as listed above. Over the course of the last year and a half plus, a plethora of notes have been added to my account regarding all the phone calls that I have made to carrington mortgage, and all the calls made to me by carrington mortgage. To help strengthen my position, all of these phone calls have been recorded. I have repeatedly asked carrington mortgage every time they call to provide me with a list of phone activity on the account and they refuse to do so. carrington mortgage has also received a current monthly payment from me every month beginning XXXX 2014 above the required amount due, without fail. I have consistently made on time monthly mortgage payments to carrington mortgage every month in the amount of {$1300.00}. carrington mortgage continues to willfully, maliciously, intentionally, and consistently misapply my current and regular monthly payments, continues to charge me late fees and property inspection fees, and continues to report me as late sometimes 30 to 60 days late to XXXX, XXXX, and XXXX, along with charging me a whole host of other ridiculous fees and charges. carrington mortgage on any given day with harass me with either robo-calls three to four times a day, or they have their people call me three to four times a day. I have tired countless avenues to get a local phone number for carrington mortgage and every avenue leads me back to the same toll free customer service phone number that never lets you go any higher within the organization. carrington mortgage is bullying me and I need your help now.
03/03/2019 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • GA
  • 30310
Web
I am a current customer with Carrington Mortgage Company. My loan was transferred from XXXX XXXX XXXX around XX/XX/XXXX. Prior to the transfer, I was approved for a loan modification with XXXX XXXX XXXX. The modification was effective XX/XX/XXXX. The documents ( Loan Modification Agreement, Subordinate Note, Security Deed ) were signed, notarized, and filed with the state of GA on XX/XX/XXXX. XXXX XXXX XXXX has sent the the final documents to keep for my records prior to the transfer. This is an approved and legally-finalized document that I have. XXXX XXXX XXXX has transferred the documents to Carrington Mortgage and I have submitted copies Carrington Mortgage via email an uploading online. From XX/XX/XXXX to XX/XX/XXXX I have communicated with Carrington about updating my account. I was advised several times that my documents were in imaging and that it usually takes 30-90 days for updates. I had not received a follow up call nor a letter in the mail nor email notification about my account. Everytime I called I have been through the same response, my documents were still being imaged. I thought I had a breakthrough XX/XX/XXXX when I spoke with a representative who viewed the documents and realized that what I had been calling about needed to be addressed and that my account needed to reflect that. She forwarded my account to her supervisor and told me to call that number in 3 days. I called back a few days letter and the representative on the phone stated that the Supervisor reviewed my account and said that my loan information with Carrington would not change because of a document that he viewed from XXXX XXXX XXXX stated that my loan modification was cancelled XX/XX/XXXX. That is clearly inaccurate because I have the final modification agreements signed along with XXXX XXXX XXXX signatures and notarized XX/XX/XXXX. Rather than doing his research to view the most current legal documents, he opted to go by a form that was dated XX/XX/XXXX. By the way, my modification was not cancelled, I made all of my payments on time during the trial period thus leading to my final approval for the modification. I have been paying more than what is stated in my modification and my interest rate has not changed with Carrington. I went from an approved interest rate of 4.25 % and monthly payment of {$520.00} to Carrington charging me {$650.00} per month at the same interest rate before my modification ( 5.25 % ). That is a big difference in payment and I'm having to pay the latter because of paperwork errors on Carrington Mortgage and possibly XXXX XXXX XXXX 's part ( if all documents weren't transferred over correctly ). I have exhausted all of my time and energy into this matter. now I will have to spend money for legal fees to resolve this issue. I believe Carrington Mortgage is practicing illegal mortgage tactics to keep me paying more than I could afford and refusing to honor a legal document that has been filed in the state of GA since the loan is FHA. I have evidence of dates that I've called them to resolve this matter, an email that was sent to address this issue, and yet I am not being taken serious as a consumer as to what my rights are in this matter. I know by law that they're suppose to follow the modification sent over by XXXX XXXX XXXX and that it is in violation of my rights as a borrower to continue following the old loan agreements when a new one has been legally and contractually approved and signed off before my transfer. Maybe there is mishandling of how documents are transferred/processed between XXXX XXXX XXXX and Carrington Mortgage especially when it come to completing a home modification prior to transferring loan. I don't know but I want this matter resolved.
07/07/2018 Yes
  • Mortgage
  • Conventional home mortgage
  • Struggling to pay mortgage
  • GA
  • 30519
Web
My name is XXXX XXXX and I am contacting your organization to file a formal complaint against my mortgage company, Carrington. I have serious issues with the way that they have serviced my loan, their customer service, their harassing collection calls and their failure to address my requests for homeowner assistance programs. My daughter was in a bad accident at school in XX/XX/2016 and required full time care. As a result I had to miss a lot of time from work to care for her. This led to me going delinquent on my mortgage loan about a year ago. I have tried to engage with Carrington 's loss mitigation department in order to get a review of my current financial information initiated but have run into a brick wall. Their agents are not helpful, they tell me that since I had received a modification in the past that they can't do anything to help me. Then a couple of days later I get a letter from Carrington telling me that I qualify for help and that I should apply again. Which I do, but I keep hitting roadblocks put up by their staff. I had a true hardship, but it was temporary and I am now in a much better place financially. I have the means to afford the original modified payment and have attempted to make this payment but their agents refuse to accept it from me. Instead I am told that I need to pay back all missed payments, late fees, legal fees, foreclosure fees etc. I have been told that anything less than that is not good enough. I am trying to survive here and have the financial means to make this payment but feel that Carrington is not allowing access to the federal, state and internal programs that are available to help struggling homeowners. I understand that your organization is responsible to oversee lenders and ensure that they follow the guidelines of government, state and internal homeowner assistance programs. I assure you, Carrington has violated these guidelines. I live in my home with my wife, my step-son and my daughter. My wife and step son both work and are now contributing to the finances of the family. I have worked as an XXXX XXXX XXXX for the last few years but when I had to miss so much time to care for my daughter I lost some of my clients and accounts. That is why I struggled and after hanging on for 6 months began missing mortgage payments. I immediately reached out to the Carrington agents to try and resolve this and see what we could do to fix the problem. Instead of working with me and allowing me to be reviewed for ANY options I was transferred from department to department and was unable to get anyone to help work with me. I never spoke to the same person twice and no one cared that my financial crisis was over and that my financial circumstances had changed. Even though no one from Carrington was willing to help me, the collection agents were harassing me multiple times each day and I kept receiving letters telling me that I qualified for help and to apply. This was very confusing and frustrating. We have sufficient income to afford our monthly mortgage payment. We need a hand to help address the late payments related to my daughters accident. I know there are programs such as repayment plan or forbearance as well as modification that can be used to address this situation. Carrington is not following guidelines and is denying me access to these programs. Their agents are rude and callous and this company is harassing me with collection calls and letters. I WANT to fix this problem, I WANT to pay them, the issue is that Carrington will not work with me. I hope that your office will investigate my case and help me to persuade Carrington escalate my case and open a review of my current and correct financial information so that I can save my home.
07/02/2020 Yes
  • Mortgage
  • Other type of mortgage
  • Trouble during payment process
  • FL
  • 33545
Web
I sent two payments to be applied for my XX/XX/XXXX payment with my mortgage company Carrington mortgage services. One payment for {$2100.00} on XX/XX/2020 and an additional payment for {$550.00} on XX/XX/2020. I have automatic payments through bill pay with my bank. My total payment due is XXXX {$650.00}. When I noticed that the automatic payment only sent {$2100.00} I manually sent {$550.00} via bill pay through my bank. Both payments were applied to my principle instead for my payment due XX/XX/2020. I discovered that it was applied incorrectly on XX/XX/2020 and promptly called customer service on XX/XX/2020 to notify them that I wanted the {$2100.00} and {$550.00} applied to my XX/XX/XXXX payment. I was told it is an easy fix and would be corrected right away. On XX/XX/2020 I received an automated phone call from Carrington about my loan asking to call them. I called them immediately and was informed that the payment reversal had not been completed yet and I spoke with XXXX. She stated that she was escalating the issue and that it would be guaranteed to post by XX/XX/2020. She further stated that I would not receive a late fee and that the payment would be considered on time because the funds were there and the account is notated. I was told not to send XXXX 's payment early in XXXX but to ensure they receive it on or after XX/XX/2020. So I went ahead and changed the delivery date in my bill pay via my bank. On XX/XX/2020 I discovered yet again that the payment was still not reversed and I called again and spoke with XXXX who transferred me to senior supervisor XXXX. XXXX said that the payment reversal is pending in the management department. She expedited it again and also e-mailed the cashier department at my request. She said it is possible that it would be corrected by tomorrow. I expressed that I was extremely concerned if my credit would be impacted because there is a clear miscommunication happening. She promised me that it would not be. She also told me not to send the XXXX payment early as it would be improperly applied to the principle again instead of the payment. I called again the next day, XX/XX/2020 and spoke with XXXX who transferred me to senior supervisor XXXX who e-mailed her superior at my request and said she would have the payment reversal completed that day and that she would call me personally to follow up and let me know that it has been completed. I did not receive a call. Today, XX/XX/2020 I called again and spoke with XXXX who transferred me to senior supervisor XXXX with teller ID XXXX. She stated that there is nothing we can do as it is sitting in the hands of upper management. Then she stated that if it is not corrected to appear as a payment in the date I sent it for XX/XX/2020 by XX/XX/2020 that it WOULD BE REPORTED TO THE CREDIT BUREAU NEGATIVELY ON MY CREDIT REPORT!!!! She stated that had I sent a payment in XXXX that this would not be a possibility. However XXXX and other representatives EXPRESSLY TOLD ME NOT TO SEND A PAYMENT IN XXXX FOR XXXX! My XXXX payment was received and posted with carrington on XX/XX/2020 as per the advice of several associates with carrington. This situation is UNACCEPTABLE! One could say that this is FRAUD! I explained that I am in the middle of an application to refinance and this is putting me in financial jeopardy. I need help. I need my payments of {$2100.00} and {$550.00} that XXXX applied to principle to be applied to my XX/XX/XXXX payment and my XX/XX/XXXX payment that was sent XX/XX/XXXX applied to XX/XX/XXXX. Carrington has had at least 22 days to complete this request and their advice has put me in jeopardy of a negative credit reporting which can result in refusal of my refinancing terms elsewhere.
03/16/2019 Yes
  • Mortgage
  • Conventional home mortgage
  • Trouble during payment process
  • FL
  • 33920
Web
On XX/XX/XXXX our mortgage holder filed for foreclosure. On XX/XX/XXXX the mh moved for summary judgement. On XX/XX/XXXX the mh moved forward with a motion for summary judgement, a hearing was scheduled for XX/XX/XXXX. On XX/XX/XXXX, Vice President of Carrington Mortgage Services swore under Oath that the total amount due of : {$300000.00}. On XX/XX/XXXX we signed a contract to sell the home for {$390000.00}. On XX/XX/XXXX our attorney filed a motion to continue as we had secured a contract for the sale of our home for {$390000.00}. Closing was scheduled for XX/XX/XXXX - less than 30 days from the date of the hearing. The motion was denied and a final judgement entered on XX/XX/XXXX for {$300000.00} XXXX which included accrued interest and filing fees ). As well as ordering a public sale of our home on XX/XX/XXXX if the judgement was not paid. On XX/XX/XXXX we received an amended payoff statement from Carrington via email from our real estate agent - the total due and being requested at time of closing was {$320000.00} good until XX/XX/XXXX. At our urging on XX/XX/XXXX our attorney filed for an emergency hearing due to the difference in the final judgement and the payoff statement. This was less than 24 hours before our scheduled closing date of XX/XX/XXXX. The judge deemed it was not an emergency. And we were forced under protest to proceed with the closing. We were told by our real estate agent that we would be subject to legal action if we delayed or cancelled the closing. The amount paid to Carrington at closing on XX/XX/XXXX was {$330000.00}. Unbeknownst to us the mortgage holder returned to court on XX/XX/XXXX and entered a motion to " cancel sale, vacate final judgement ... .... ''. With our emergency hearing not ruled on the judge granted this motion. As if everything to date was not bad enough - line # 1 of the motion to cancel and vacate stated : " Plaintiff, Defendant, and a 3rd Party have been working over the last month to finalize the specifics of a payoff. '' This statement could not be more false. From the time of closing until XX/XX/XXXX - we had had only one conversation within a week of the closing where we were informed the judge did not feel our emergency was an emergency. We do not know who the unidentified 3rd party is - we can only assume it is the closing attorney. We feel taken advantage of by the trustee of the mortgage holder, the mortgage holder, and the loan servicer. As well as not receiving the appropriate representation from our attorney. And failure of the closing attorney to not understand that the amount due at closing was the final summary judgement amount, and he should not have allowed the payoff statement to be substituted for the final summary judgement. Our mortgage had been bought and sold several times before this occurred. In XX/XX/XXXX I suffered an injury in a car accident ( other driver was 3x dui ) we had our own business, I was unable to work as much as I had in the past, we fell behind, but kept in contact with our mortgage company. When Carrington took over in XX/XX/XXXX we spoke with a rep who told us as long as we kept in contact with her and gave her the status of attempts to sell we would be fine. So we were completely surprised by the foreclosure filing. This coincidentally occurred one day before mediation on the car accident. Carrington was aware of the mediation. Carrington refused to agree to a reasonable reinstatement amount, demanding {$85000.00} to bring the loan current, and we feel vindictively filed the foreclosure suit. This forced us to continue to reduce the asking price of our home so that we could sell before we lost it. I am not attaching documents at this time, but can do so upon request.
12/26/2018 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • CA
  • 93560
Web Servicemember
Please read the email I sent the mortgage advocates on XX/XX/XXXX below. They have not responded. Hello, I have had an issue with Carrington Mortgage falsely reporting late payments to my Mortgage Account. I initially bought my home in XX/XX/XXXX, funded through XXXX XXXX XXXX. Carrington Mortgage Services bought out the loan in XX/XX/XXXX. We were assured our loan would not be sold so we could have a local business to walk into to settle any issues with our Mortgage. Our Loan Details - Signed in person with XXXX XXXX XXXX : Fixed Rate - 3.75 % - 30 YEAR LOAN beginning XX/XX/XXXX. Loan Amount : {$240000.00} P & I - {$110000.00} Hazard Insurance - {$88.00} Flood Insurance : {$160.00} Total Monthly Payment : {$1600.00} Carrington lowered the Escrow Payment for a couple months so our overall monthly payment was XXXX, Then in XX/XX/XXXX, they readjusted it to {$1800.00}. Please review the attached documents. The mortgage payment breakdown shows the extra payments made, and the corresponding months the payments were made for. If you view the screen shots, you will see the discrepancies in the web page between my monthly statements and account payment history. We have never been late. We have made extra payments. I had noticed a couple of months ago that Carrington reported a late payment and an INCREASE in my principal balance from {$230.00},??? to {$230.00},??? to the credit agencies ( XXXX, etc. ). I have never been late on a payment. The error was corrected, however a late fee is still showing up on my statement. It was also reported to the credit agencies and causing a significant reduction in my credit score when I am trying to refinance my house through a more reputable VA loan. How is it possible for my principal balance to INCREASE, Especially when extra payments were made to principal throughout the year??? I attempted to contact a representative to sort through this. The person on the line did not speak fluent English and was located in a foreign country. I asked to be transferred to an English speaking American. She requested I provide my social security number over the phone before she could transfer me. I told her for security purposes, I would not provide my social but I would provide my account number. She said she already had that. I told her I would provide my social to the American I was transferred to. She refused to transfer me. A day or two later, Carrington showed up on my caller ID. I answered the phone as I needed to resolve this matter and the person on the other end hung up on me. I am so irritated with this company. I read reviews on the XXXX XXXX XXXX. Many others have had many of the same issues as I have over the past couple of months. If this issue is NOT resolved within the next 24 hours, I will be reporting Carrington 's fraud and scams to a variety of agencies including but not limited to the Treasury Department Bureau, Consumer Financial Protection Bureau, Federal Reserve, and the Federal Deposit Insurance Corporation. I have requested statements from the XXXX XXXX XXXX. I expect to receive those in the next few days. I also have bank records back to XX/XX/XXXX and I have requested copies of the bank records from XX/XX/XXXX through XX/XX/XXXX to verify the automatic withdraw of mortgage payments through my credit union and banks. Immediate Action Requested ( Within the next 24 hours ) : 1 ) Remove the increased balance AND late status from my credit report. 2 ) Correct my statements and Loan Payoff request information to accurately reflect the payments I made ( early and extra ). 3 ) Credit my account and send an apology letter for the XXXX and XXXX you have caused me, and for the delay in my refinance progress.
06/14/2016 Yes
  • Mortgage
  • FHA mortgage
  • Loan servicing, payments, escrow account
  • GA
  • 30045
Web
On XXXX XXXX, XXXX, I incurred a financial obligation when I purchased my home located at XXXX XXXX XXXX XXXX, XXXX, GA XXXX for the amount of {$230000.00}. The loan was evidenced by a Mortgage ( Security Deed ), '' naming XXXX., as the " Lender '' and Mortgage XXXX XXXX XXXX XXXX XXXX XXXX " XXXX '' ) as the " grantee, '' or beneficiary, of record acting solely as nominee for same. On or about XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX, Successor by merger to XXXX XXXX allegedly acquired title to the property via Assignment of the Security Deed. Sometimes thereafter, XXXX XXXX XXXX, XXXX, declared Plaintiff to be in default. Plaintiff, however, alleges that XXXX XXXX XXXX, XXXX is responsible for her default because XXXX XXXX XXXX XXXX XXXX failed to properly credit Plaintiff 's loan account for money I have paid and also took fees from my monthly payments that I did not owe and refused to credit or return those fees. XXXX XXXX XXXX, XXXX. transferred the loan account to Carrington Mortgage Services, LLC., who continues to improperly credit account and refuses to return unauthorized fees that were taken. While Plaintiff and XXXX XXXX XXXX, XXXX. was in the midst of resolving the alleged default issue, XXXX XXXX XXXX, XXXX. passed title to Plaintiff 's home via a second and subsequent Assignment of the Security Deed to Carrington Mortgage Services, LLC., as Servicer and Attorney in Fact for XXXX XXXX XXXX XXXX XXXX Over the course of my loan I has made multiple efforts in the hope of securing an affordable loan modification and, ultimately, to retain the home, including extensive correspondence and conversations with various XXXX XXXX XXXX and Carrington Mortgage Services XXXX LLC., personnel, I requests for an affordable loan modification or other reasonable workout options were denied. To date of this complaint, I still have not been provided a true accounting of my loan account. On or about XXXX XXXX, XXXX, I forwarded to XXXX a Qualified Written Request ( QWR ) requesting that XXXX provide, XXXX XXXX, me with ( XXXX ) A complete audit history from alleged loan origination, showing the dates payments were applied, and to what internal accounts ( i.e. principal, interest, suspense, escrow, etc. ) payments were applied ; ( XXXX ) A complete and itemized statement of all advances or charges against this account ; and XXXX XXXX ) A complete and itemized statement of the escrow for Plaintiff 's account, if any, from the date of the note origination, to the date of Carrington 's response to my QWR. Carrington still have not provided me with the requested information. Currently, Carrington Mortgage Services, LLC., has initiated foreclosure proceeding against my property and is due to auction my home within the next 60 days. My loan was insured by HUD and our FHA loan contract mandates that if Carrington Mortgage Services , LLC . has a XXXX office within XXXX XXXX miles of the property, they are supposed to give me a face to face meeting at the property and give me a workout option before initiating foreclosure proceedings against me. This has not been done. Carrington Mortgage Services, LLC., claims that XXXX XXXX XXXX gave me a face to face meeting already but that is not the truth. XXXX C.F.R. XXXX XXXX b ). In this instance, as mentioned above, Carrington maintains branch offices less than XXXX miles of the Property, far below the XXXX mile limit and therefore is not excepted from the face-to-face obligation under XXXX XXXX b ). Carrington did not comply with these regulations, as it did not have a face-to-face interview with me or make any effort whatsoever to arrange such a meeting prior to commencing foreclosure proceedings against my home.
05/30/2020 Yes
  • Mortgage
  • FHA mortgage
  • Struggling to pay mortgage
  • CA
  • 90242
Web
My name is XXXX XXXX and I have owned the property at XXXX XXXX XXXX, XXXX, CA XXXX for nearly three decades. I am a retired, tax-paying American who has been a resident of the area for over 50 years now. I am writing this letter to highlight recent hardships in my life in an attempt to stop the pending foreclosure on my home. The FHA Purchase loan in question was disbursed in the year XXXX from Carrington Mortgage Services and continues to remain in their possession. I understood just fine how the loan worked upon initial signing back then. The issues didn't arise until after it became apparent I needed to modify the loan due to difficult circumstances over the years. I applied twice for a restructure and was pre-approved the second time. Around this time was where my life seemingly began to crumble around me ... Upon reflection, XXXX was somewhat of a blur to me. It was so full of ups and downs, I don't even know where to begin. I suppose I'll start with my separation with my life partner, XXXX. I bring this up so that you may consider how rough that might be on one 's psyche alone. This is not to mention the loss of income that came as a result. As I was beginning the process of healing and recovery, I got the heart-dropping, gut-wrenching news that MY SON passed away in XXXX. The XXXX of XXXX to be exact. Please see the attached death certificate for proof. I am an elderly citizen, I can only take so much these days. I was unable to function normally. I made decisions I don't recall and would probably have a hard time justifying now that I am starting to put the pieces of my life back together. It was such a profound season of brokenness and grief for me, as I hope you are able to imagine. It was just one hard blow to my spirit after another. There's a saying that comes to mind as I describe this series of wretched occurrences : " When it rains, it pours. '' It definitely didn't stop raining there. That particular month, I was simply unable to make my final payment for the modification process I was previously approved for. My income was lower because of the separation and I now had an expensive funeral to fund for my baby boy. A few months later in XXXX, to my memory, I attempted to make up the delinquent payment but it was not accepted for some reason. I would please like this to be addressed. I reached out to Carrington for assistance, but was only given the run-around and misleading information. As a purported leader in Home-ownership, I was very hopeful that this lender might be able to help provide responsible financing solutions after hearing me out. I was gravely mistaken, which leads me to the reason I am now writing this letter seeking help wherever possible. I don't blame Carrington for all my circumstances of course, they only oversee my loan. On my end though, the recent struggles of my life have made it extremely difficult to follow through as diligently as I'd like. The lack of help and consideration was yet another bump on the road to keep my precious dwelling. This has been an increasingly frustrating process to deal with and I don't know where else to turn. Per the California Housing Bill of Rights, I, as a homeowner in this state, am guaranteed a single point of contact who not only knows the facts of my case, but also has any paperwork pertinent to the case. From my experience, Carrington has not been compliant to this ruling. Their representatives have seemingly not been able, or willing, to assess my financial situation or assist me in exploring my options in order to avoid future foreclosure. I am entitled to a review for all applicable programs based on my current and correct financial situation.
03/22/2017 Yes
  • Mortgage
  • Conventional fixed mortgage
  • Loan servicing, payments, escrow account
  • TN
  • 37110
Web
XX/XX/XXXX Dear Consumer Financial Protection Bureau, I am writing to complain about Carrington Mortgage Services. XXXX sold our mortgage loan to them. We never experienced any problems with them and have never been late in the years we were with XXXX. Please see the following : Received a letter from CMS dated XX/XX/XXXX stating effective XX/XX/XXXX transfer of our mortgage from XXXX to them. Received a letter from CMS dated XX/XX/XXXX stating to " Please disregard the following letters sent to you on XX/XX/XXXX the Notice of Sale of Ownership of Mortgage Loan and Notice of Servicing Transfer '' with the actual transfer date had occurred XX/XX/XXXX. Unable to make an on-line payment since CMS did not recognize our account, check sent to CMS for XXXX payment check # XXXX for {$1800.00} sent. CMS ran check thru as a DEBIT payment, not a check via the Automatic Clearing House ( ACH ). This payment was not applied to our CMS loan number **********, but cleared our bank on XX/XX/XXXX. XX/XX/XXXX received a letter from CMS that our mortgage payments for XX/XX/XXXX was not received, nor XX/XX/XXXX and " you are in default of your loan for XXXX payments '' received certified mail. XX/XX/XXXX payment made online XX/XX/XXXX for amount of {$1800.00} from our bank account confirmation number XXXX XX/XX/XXXX received another foreclosure letter. XX/XX/XXXX called and spoke with XXXX then XXXX about the XXXX payment not being applied as missing payment. XXXX, the supervisor, said we needed a copy of the check front and back, and signed and dated paper and fax to XXXX. Our bank informed us that the check was not run as a check, but as a DEBIT, providing copies from our account. When attempting to fax to this number it would not go thru with XXXX separate fax machines, and showed as an invalid number. XX/XX/XXXX called and spoke with XXXX and she said the fax number given was incorrect and to send to XXXX the requested information XXXX said to send. XX/XX/XXXX faxed copies from bank account showing check # XXXX run as a debit and not a check, and there was no check sent to our bank, unable to send front and back copies as CMS requested. Faxed this to Customer Research at XXXX. XX/XX/XXXX letter received that they are looking into my concerns sent to Customer Research. XX/XX/XXXX dated letter received about late fees added of {$74.00}, with still at risk of foreclosure. XX/XX/XXXX called CMS spoke with XXXX about the results from Customer Research. She said " be patient '', it can take a month. It has already been over a month since faxed XXXX. XX/XX/XXXX letter received from Customer Research, XXXX, states they do not find the payment and in order to further research this they require the front and back of the check # XXXX. Again it was run as a DEBIT by CMS. XX/XX/XXXX a notice of intent to foreclose letter sent from CMS. XX/XX/XXXX went to my bank and got a written letter stating that CMS did use check number XXXX and it cleared my checking account on XX/XX/XXXX via the Automatic Clearing House. XX/XX/XXXX refaxed more document to Customer Research from bank showing the check XXXX did get cashed by them as a DEBIT and went thru the ACH. On Friday XX/XX/XXXX I spoke with CMS to see if they had received my new fax sent two days earlier to Customer Research Department. She said there was not any record of receipt. The woman I spoke to also said there was no way to speak with the Research department she could not or did not have a way to transfer to them, there was no branch I could come in person to talk with someone, and there is no way to talk with any person who handles check payments. At this point I have consulted a lawyer
06/03/2015 Yes
  • Mortgage
  • FHA mortgage
  • Loan servicing, payments, escrow account
  • AL
  • 35490
Web
My mortgage was sold from XXXX to Carrington Mortgage in XX/XX/XXXX. At the time we were a couple months behind on our mortgage loan but were making payments to XXXX with no problem every month. When I received the letter from XXXX stating that we had been sold to Carrington Mortgage it stated that if we had already sent in a payment for XXXX that it would post to Carrington or if no payment had been sent yet to send the payment to Carrington Mortgage. It gave their address and had our new loan number on it to document on a check. I never received a statement from Carrington showing when our XXXX payment with them was due or any other details on our new account with them. So I called them in XXXX to make the payment instead of mailing a check without having a statement. The payment I was making would actually be XX/XX/XXXX payment. When I called they took my payment over the phone with no problem. When XXXX came, I still had not received a statement from them, so I called in again to make a payment that month. Only this time I was told they couldnt take my payment unless I paid them the full amount due for XXXX, XXXX, and XXXX. I told them they took my payment the month before with no problem and they told me the person that took my payment should not have taken it. I didnt have the money to give them XXXX payments at XXXX time so they told me I could apply for a loan modification, which would possibly lower my interest rate and it would add the past due payments onto the end of my loan and then I would only owe XXXX payment instead of XXXX. We applied for this modification in XX/XX/XXXX and we were told that they could not accept any payments from us during the process of the modification being approved, and that they would call us and notify us by mail when a decision was made. Finally the last week in XX/XX/XXXX I got a phone call from Carrington saying that we did not get approved for the modification and the only option I had would be a Formal Forbearance Plan that would last for six months starting on XX/XX/XXXX and more than XXXX our regular payment amount. They said once the Forbearance Plan was paid off our monthly payments would go back to normal. The only problem with that was since they wouldnt accept payments from us during the approval process, we were now behind six months instead of XXXX, and the payment given to us was not something we could afford. We ended up contacting Carrington and asking for the total amount due to pay off the Forbearance Plan in full and reinstate our loan. They gave me the amount and also sent me a letter showing that amount and that payments would go back to normal after it being paid off. We took a hardship out of my husbands XXXX and paid off the Forbearance Plan on XX/XX/XXXX. Then on XX/XX/XXXX I called in and made my regular payment for XXXX. They have not taken the flag off of my account that shows us being in the Forbearance Plan and due to that the XXXX payment has not posted and is in an unapplied funds account. I have called them XXXX a week for a month now trying to get this resolved and it has still not been taken care of. They are sending me letters saying that I havent paid for XXXX even though it has cleared my bank account, and you can see the money that was sent in on the payment history of the account. I havent paid them for XXXX because I am scared to send them more money and it not get applied to my payment the same way that my XXXX payment was not applied. I have reached my limit on phone calls to them trying to resolve this and nothing being done. I have an appointment with an attorney this week and hope I never have to deal with this company again.
10/25/2021 Yes
  • Mortgage
  • Conventional home mortgage
  • Trouble during payment process
  • FL
  • 33578
Web
Carrington Mortgage is the loan servicer for XXXX XXXX XXXX XXXX XXXX whom acquired a veteran 's loan which had automatic bank withdrawal in place. At the transition, Carrington sent a letter indicated this will be a smooth transition, etc. I informed them I wanted to continue as before, auto draft from my bank. I received paperwork to complete and supplied a Voided check. On the form itself was the typical XXXX and questions-would you like the draft to be on the XXXX, XXXX or XXXX ( something of this nature, not exact ) and I made my selection. There was another question-What day of the week do you want the draft done-M, Tu, W, Th, Fri, Sa or Su. This struck me as odd. I do contracts for a living so always read everything. Was this a trick question? Could this not contradict the above question of the approximately preferred range of the XXXX to the XXXX? Because of this I chose to leave this unchecked. I had no preference what day of the week. Signed the paperwork and sent it to Carrington. Several weeks later, I received the paperwork and my Voided check returned by Carrington indicating auto pay has not initiated due to incomplete forms. I called right away, was informed my payment is overdue, there is a late fee as well as a property visitation, since they did not get the payment on time, a represented was sent to the home to confirm it was still occupied. They needed to paperwork again, so I was sent a new blank copy by post. This time around, the fine print by the same trick question of which day of the week, " this must be filled out, or autopay can not initiate. '' or something of that nature. I disputed the late fee, excess trip charge and requested them to remove any negative reporting if any that they placed on my credit report by their office. Their approach of the odd question, the act of returning the paperwork to me delayed any proper timing of my auto pay. I had never been late with this mortgage prior to their intrusion inserted into my financial life. That I was charge a trip charge fine to have an inspector go to my home to confirm if it was still occupied after they returned my bank info is in bad faith. Self created and heavy handed, didn't they get my phone number from the previous number and if not, why not? They could have simply picked up the phone to call me on either issues-what day of the week I wanted auto draft and if I could provide proof of occupancy. Their mishandling of the transition is appalling. I did not invite them to take over my loan and intrude into my seamless financial routine. Carrington replied to my written request to remove their charges from my mortgage account that they will research my issue however, the charges on still on my statements. Due to the paperwork 's nonsensical question, as any consumer answers could very well contradict each other along with the fact that Carrington Mortgage decided after the first mishap to clarify the nonsensical question with the added notification that the day of the week must be checked after my mortgage auto pay was already interrupted is their short coming of timely non disclosure while attempting to take consumer money unauthorized. I'm requesting CFPB assistance to investigate and halt Carrington and/or XXXX XXXX XXXX unusual practice of the " trick question '' of which they attempted to remedy with their additional side remark added into the newer forms, however too late for my transition. And to look at the bad faith methods of increasing their bottom line at consumer expense, to remove the excessive two charges they tacked on my account plus correct any negative reporting by them to my credit agency reports.
02/09/2017 Yes
  • Mortgage
  • Conventional fixed mortgage
  • Loan servicing, payments, escrow account
  • MD
  • 20603
Web
Carrington Mortgage continues to send mortgage stateements 9 months after selling property. I have spoken with them on this matter over 9 times. Each time, Carrington Billing rep confirms from their OWN Short Sale Dept. that the debt has been fuoly satisfied. Yet, every month they have sent statements showing up to $XXXX owed. This is violation of the Fair Debt Collection Act AND Consumer Rights. They should be FINED and then I want to take them to court for undue harassment and further damaging my already fragile credit profile by continuing to show me late/default/whatever. Please know, by the way, that there is a serious tech snafu on YOUR website for complaints. Words I type only show for XXXX the page, then it is blank on the right half of page. XXXX billing as recently as XX/XX/XXXX by Carrington Mortgage, LLC. This regards a property that was duly and properly sold with full agreement by the mortgage company via their Short Sale Department. I have documents proving Zero Balance, and I went to Settlement XX/XX/XXXX - with NO Balance Owed. Details outlined Property Address: XXXX MD XXXX Carrington Former Acct. XXXX Still Billing me!!! Despite their own Short Sale Dept. confirmation to them while on phone with me! I seek your assistance in stopping and holding accountable the above-noted mortgage company for their violation of my consumer rights, by the unjustified and fraudulent billing for nine months for a property that was sold without any further balance. Documentation in my possession, and the types of documents are listed below. Summary 1. Sold home as a Short-Sale to avoid foreclosure. Settlement XX/XX/XXXX. Zero Balance Owed. 2. Carrington Mortgage Services, LLC sent letter to XXXX Title Company giving the amount required to agree to for sale. Buyer met the requirement. I have since May been receiving billing statements as if I still owe a mortgage payment. Maiming my credit profile and undue XXXX. Documented Proof of Zero Balance: I have documented proof of transaction (XXXX XXXX Court Record, XXXX Title Company Sale/Transaction XXXX, Mortgage company's fiduciary company) - all stating Zero Balance Owed. I have called Carrington 10 times since XX/XX/XXXX about them sending me billing statements every 2 months saying I owe XXXX 4 months payments. When I tell their Billing rep (whoever answers) of the Short Sale, they call their Short Sale Department and it is confirmed. Yet it is still on Billing's books - AND Carrington says it takes XXXX9 months for the sale to catch up with their Billing Dept. NONSENSE! If the XXXX Court XXXX has the sale on record, their own fiduciary company has it on record, and their own Short Sale Dept. has it, why are they billing me way after the fact? Their action is irresponsible and a flagrant violation of the Fair Credit/Debt Collections Act (not correct? well, close to that), and harassment by this fraudulent billing. They also are maligning my already wounded credit profile caused by my struggle to sustain myself, and causing me unnecessary XXXX and worry in my life. This is why I want to file a lawsuit against them and receive recompense for their dastardly actions, i.e., violating consumer protection laws, using fraudulent tactics to try to get more money on a closed (and satisfied account), and harassment. I seek your citation for their actions, and then I will seek legal help. XXXX XXXX XXXX MD XXXX XXXX From: XXXX Sent: Wednesday, XX/XX/XXXX XXXX To: cfpb-info Subject: Fraudulent Billing against Carrington Mortgage Company/Sold Property 9 Months Ago/Zero Balance
12/08/2018 Yes
  • Mortgage
  • FHA mortgage
  • Struggling to pay mortgage
  • NJ
  • 08081
Web
In XX/XX/2018 my loan was with XXXX XXXX XXXX and I was in the process of applying for a loan modification and FHA partial Claim. In XX/XX/2018 after everything was submitted to XXXX XXXX XXXX, I got a letter from a company named Carrington Mortgage stating that they are going to be servicing my loan. I never received anything stating that Carrington Mortgage owns the loan, but only that they will be servicing the loan. They sent me a letter stating my loan modification packet was incomplete. I thought this was strange because I did not send one to them at the time, therefore I assumed that they were referring to the documents I sent XXXX XXXX XXXX when I applied for the loan modification and FHA partial claim. I completed a brand-new loan assistance request package and sent all required documents and a complete package to them by their XX/XX/2018 deadline. I faxed the documents, uploaded it directly to their portal and mailed it to them to ensure that they have everything they asked me for. By XX/XX/XXXX they had closed my loan assistance file and denied my request stating that they did not receive all the documents that they asked for. This was a complete lie and I feel that they had no intentions on following my request for assistance because by XX/XX/2018 they filed documents to foreclose on my home. As an FHA borrower I have a right to be considered for mortgage assistance and to request an FHA partial claim. This company pre-maturely closed my loan assistance request and failed to state exactly what I did not provide which made my request for help to be denied. Nor did I receive any correspondence that would allow me to correct or appeal their decision before they filed for foreclosure. Please see attached statement from Carrington Mortgage stating the following : " Within 5 business days, CMS will review what you have submitted and will let you know if your application is complete or if items are still needed. Once your application is confirmed complete, CMS will review your application and provide you a decision within 30 calendar days. '' This step was never offered or done in my case, Carrington Mortgage closed my file and moved straight to foreclosure without ever telling me what was missing so that I can appeal or provide any missing documentation. When I called them on XX/XX/2018 the representative could not tell me why my request was denied either. All she could say is that they package was not complete with no further clarification. I am requesting that a thorough investigation be done on the practices and the process of my request for mortgage assistance. Also, Carrington Mortgage has added bogus charges to my monthly statement as highlighted on the statements for XXXX, XXXX and XXXX. I received no proof or written explanations of the bogus property registration charges and utilities billed on my property. I am disputing these charges and would like them removed from my statement amount. Further, I request that all foreclosure proceeding be stopped and to allow me ample time to provide any additional information they are requesting that they failed to specify when they denied my request for assistance. I further request that they allow me the opportunity to reinstate my loan as well. I believe a fair resolution would be for Carrington Mortgage to first provide that they own my loan, and that they give me ample time to provide any missing documents they need to process my loan assistance request. Further, I want them to stop all foreclosure proceedings until they allow me the ample and fair time to get my loan assistance request processed for an FHA partial claim.
05/03/2016 Yes
  • Mortgage
  • VA mortgage
  • Loan servicing, payments, escrow account
  • SC
  • 29732
Web Servicemember
On XXXX XXXX, XXXX CMS reported that there was a 30-day late payment to the credit bureaus when that information was incorrect as a payment of {$1000.00} was deducted from my account and paid to CMS. On XXXX XXXX CMS reported that I was 30 days late when payment was received in the amount of {$1000.00} on XXXX XXXX XXXX and was not applied to the loan and was placed in an unapplied funds account pending the balance of {$130.00} per the recent escrow analysis conducted prior to XXXX XXXX without my knowledge. The paid amount was not reported to the credit bureaus instead CMS reported that the account was 30 days past due when again that was not correct as payment was sent and received per the memorandum provided dated XXXX XXXX XXXX. The notification letter informing me of the escrow increase was sent on XXXX XXXX, XXXX, which is after the erroneous information was reported to the credit bureaus, which I was made aware of by the negative information being applied to my credit report. CMS states that they try to avoid financial hardship on the customer, however not one phone call was made notifying me of the change in the amount of my mortgage payment. CMS states that they are required to report accurate information to the credit bureaus however based on the information provided via memorandum dated XXXX XXXX XXXX, CMS has failed to do so on all three occasions. CMS has continued to cause financial hardship by again reporting in XXXX XXXX that I was 30 days late when CMS was in receipt of {$1100.00} and held the amount in unapplied funds and appropriated {$900.00} to be paid for XXXX XXXX. On XXXX XXXX, XXXX XXXX received payment of {$1100.00} and an additional payment of {$260.00} on XXXX XXXX XXXX bring the account current per CMS, after receiving notification via mail on XXXX XXXX that the account was delinquent according to CMS. For the months of XXXX XXXX, XXXX and XXXX XXXX, CMS has received payment and made no attempt to contact me via phone and the attempts alleged by mail was received after the negative information was reported to the credit bureaus. As a Service member CMS customer service agents have been rude and uncaring of the hardship a XXXX faces and has made no attempts to support, instead I have to resort the XXXX to get some assistance. As stated before CMS has reported erroneous information to the credit bureaus per the memorandum provided and has made it clear that they will not correct the information or provide some relief in the form of contacting the credit bureaus and reporting that they were in receipt of all month 's mentioned above payments. CMS has not taken into account that since buying this loan from XXXX XXXX XXXX and for the last 8 years I have never missed a payment or have I been late into account when reporting. CMS has caused undue stress for my household and has no remorse for their actions. CMS has not reported payment to the credit bureaus since purchasing the loan XX/XX/XXXX and only started reporting my account XX/XX/XXXX which is in breach of the federal law that provides for timely and accurate reporting in regard to the current loan status, payment history and loan information. Per the Consumer Financial Protection Bureau guidelines which required suppression of information being reported 60 days after written request that was alleged to be sent on XXXX XXXX XXXX which I was not in receipt of per the information stated above. CMS did not properly notify me of the increase as a phone call was not made and I received the escrow analysis after requesting the information on XXXX XXXX, XXXX after the negative information was reported.
11/28/2018 Yes
  • Mortgage
  • FHA mortgage
  • Trouble during payment process
  • GA
  • 30022
Web
XX/XX/XXXX I applied for the mortgage modification through the Home Affordable Modification Program. I have been paying my mortgage the entire time. I have not been in arrears. I received paperwork telling me of the possibility of my home going into foreclosure. I called the mortgage company. They informed me that my loan had matured and that I had a balloon payment which was the entire amount that I still owe on my home which is {$13000.00}. I paid my mortgage in XX/XX/XXXX in the amount of XXXX, they received the payment on XX/XX/XXXX. They have not applied it to my mortgage. I called to ask why the payment had not been applied, I was told that they were not accepting my payments because of this balloon payment. I have spoken to several different people at Carrington Mortgage Company and received different answers from everyone. I spoke to one individual whose name was XXXX and he told me that my loan had not matured, it did not mature until XX/XX/XXXX. There can not be two maturity dates on a loan. I was told that I needed to refinance my loan, I spoke to a loan officer. She told me I could not just refinance the amount I owed that I had to refinance for {$50000.00}, as this was the rate for the state of Georgia. When I asked if there was a penalty for early repayment she told me no. I said I would do the refinance and send back the amount over the actual loan amount. She said there would be no problem. She called me back in 30 minutes and told me that Carrington would not refinance my loan because I was late on my payment over 30 days. I have gone to my personal bank to barrow the amount needed to pay off the loan as a home equity loan. I found out today that they refused the application because of the debt ratio. They included the amount that I owe and the amount again so it makes my debt to credit ratio look poor. I called Carrington back today to see if there was someone who would help me. A gentleman named XXXX, had me on hold for 32 minutes and then came back to tell me how to ask for loan modification assistance. He told me where to find all of the paperwork to download, fill out and return to Carrington. This was they only way I could go. I asked about the payment being posted, again it was refused. I called Carrington again, this time I called the number for the loan modification department. I spoke to a gentleman named XXXX. He did not put me on hold, he researched everything while we were talking, he saw the two different loan maturity dates, he said this is a discrepancy. He could not find the paperwork for the loan modification. It appeared not to have been uploaded. He said there could be human error here when the information was input into the system. He did advise me to contact the customer service department. I was to request a copy of the loan modification document from XXXX, ask them to explain to me the maturity dates, the balloon payment amount, and when it was due. He told me that you could not have two different maturity dates on a loan, if there was a balloon payment it would be at the end of the loan which is XX/XX/XXXX. He spoke to a friend of his in the loan collection department. This gentleman said you can not have two different loan maturity dates, and a balloon payment would only occur at the end of the loan. He said I should call HUD directly, they would be able to get my paperwork faster than customer service at Carrington. I asked if Carrington would take measures to clean up the mess they have made of my credit. He told me that I would have to contact customer service with the this question. I need your help.
04/06/2017 Yes
  • Mortgage
  • FHA mortgage
  • Application, originator, mortgage broker
  • WA
  • 99004
Web
I wish I had first done research on Carrington Mortgage Services before attempting to refinance with them. There are thousands of complaints online about them. Just XXXX it and check for yourself. I will never again do business with this deceptive, lying company. I filed a complaint with the Consumer Financial Protection Bureau ( CFPB ) on or about XX/XX/XXXX, regarding Carrington Mortgage Services, ( CMS ). The Case number is XXXX. The company asked for an initial extension of 60 days and it was granted by the CFPB. On XX/XX/XXXX, I received a response from CMS. At the end of their response, they ask for additional time to complete their investigation. Since they have already been granted one extension, I do not believe they should be granted another one. They have been dragging their feet for 60 days on this issue. I believe CMS is just stringing this out because our current President of the USA has said on many occasions that he will try to completely shut down the CFPB as soon as possible, and CMS does n't want the CFPB to fine or punish them. I am a huge fan of the CFPB and hope they stay open forever and do great work in holding deceptive companies such as CMS accountable. Their initial email to me, dated XX/XX/XXXX, offering to refinance my current mortgage with them, stated that they would NOT need to verify my income. They ended up denying my refinance request due to " not being able to verify my income. '' So they were lying to me about NOT needing to verify my income. That seems like a clear case of deception to me. Why did CMS ask me on many occasions to send them many different financial documents proving my income and assets? Especially when their initial email to me stated that they " Did NOT need to verify my income to qualify for a refinance. '' CMS should be held accountable by the CFPB and fined and forced to grant me the refinance I was requesting. They should not be allowed to get away with deceptive practices such as this. If they are denying my refinance request, with my near- perfect credit score and my base salary of {$58000.00} and a relatively small mortgage of XXXX, then they must not be approving too many loans. I would think I am a very small risk to loan to. Nothing negative on my credit report - EVER! And I am a XXXX. I have been with the XXXX for over 13 years now and will stay with them at least until I can retire at my 30 year mark. Their initial email offering to start the refinance process with me also started, " The process only takes three weeks. '' This is a lie and deceptive practice because they process took just short of three months. I fulfilled every request that CMS made of me in the refinance process in a timely manner. There were many requests, at least 25 over the course of the three months before they ended up denying me. At least 75 % of those requests were completed by me and emailed back to the company within 48 hours. Only one, getting a copy of my divorce papers, took about 5 to 6 days. It took this long because I had to order a copy from the County Clerk 's office. I was very prompt in all of my communications with CMS during the entire 3 month refinance process. I was excited about lowering my payment and paying much less interest on my mortgage over the life of the loan. Consumer Financial Protection Bureau ( CFPB ) - - Please do not let this company pull the wool over your eyes. Please take action against them. If not, I will be forced to have my Attorney pursue any and all legal remedies against Carrington Mortgage Services for engaging in deceptive lending practices and lying to me.
10/09/2015 Yes
  • Mortgage
  • FHA mortgage
  • Loan modification,collection,foreclosure
  • TX
  • 75228
Web
XXXX am filing a complaint on what I believe to be " Wrongful or Unlawful Foreclosure '' Although my house was foreclosed on XX/XX/XXXX I believe that I evidence proving that Carrington Mortgage Services, XXXX XXXX XXXX, XXXX, CA XXXX ( XXXX ) XXXX did not follow the Proper Practice Guidelines set out by the XXXX following the XXXX XXXX XXXX " MERS '' lawsuits. I should also note that my mortgage in fact was a part of the XXXX XXXX and XXXX of XXXX " MERS '' issue. In XXXX XXXX I filed for a forbearance with XXXX which consequently never happened I suspect due to the federal investigation. In XX/XX/XXXX XXXX XXXX held up all transfers of service XXXX was negotiating and I do n't know the release date but I do know my mortgage was included. In XX/XX/XXXX I received a transfer of service from Carrington stating that my XXXX account # was being transferred effective XX/XX/XXXX, my new account # and that my current creditor was XXXX XXXX and my current servicer was Carrington Mortgage Services and the amount of the debt was {$.00} I immediately called Carrington explained the XXXX situation at which time we began what I believed to be the forbearance process. The process took ( XXXX ) sets of paperwork sent XX/XX/XXXX, XX/XX/XXXX and the final paperwork XX/XX/XXXX. The entire period I was told my paperwork was only good for 30 days and it had expired the first XXXX times. Finally XX/XX/XXXX a letter was drafted and I received XXXX separate envelopes in mid XX/XX/XXXX denying me loss mitigation, deed-in-lieu, a short sale and a loan modification due to excessive forbearance. Next thing I knew I received a Notice of Pending Acquisition dated XX/XX/XXXX. The notice stated that the title to my property was expected to transferred to Carrington then transferred to HUD, and it was only when I received Notice Of Acceleration XX/XX/XXXX did I realize the trustee of my note " MERS '' was removed and it was now owned by Carrington. I also know that my MERS # is inactive and that raises a question in itself. My continuous calls to Carrington included requests some of which were trying to find out how I did n't qualify for any help, could they prove transfer of title, workout plan, my need to have money to move and a few other things. Upon their disinterest to help me or work with me in any shape or form I started my own due diligence because I felt something was not right about this whole foreclosure process and I wanted to find some facts about it 's legality I am shocked to find as much as I have. The following is the list of what I found through my research and telephone calls and these would be the very essence of my complaint. At the time I first requested a forbearance from XXXX they were already involved in the federal issue and I should have been informed that my request was NOT going to be approved and/or looked at a ) because they were transferring service b ) they were involved in a investigation. When I received the transfer notice Carrington had an obligation to follow XXXX Guidelines which clearly outline my rights to be " Homeowners have the right and lenders are obligated to offer any and all options for foreclosure avoidance through the following practices '' a ) the right to proof of an accurate balance b ) the right to proof of assignment c ) the offer of loss mitigation d ) the right to have my appeal, complaints and requests addressed e ) the right to a timely review of my request ( s ) f ) and finely the right to retain my home period! I have much more to this complaint so I am attaching the whole complaint to the document upload.
03/24/2016 Yes
  • Mortgage
  • FHA mortgage
  • Application, originator, mortgage broker
  • FL
  • 33907
Web
In late XXXX 2015 I contacted XXXX in response to an ad for a vacation rental home in XXXX XXXX, XXXX because I was transferring from XXXX XXXX for my government job. I paid ( via XXXX ) {$4500.00} to rent the home for two months, from XXXX XXXX through XXXX XXXX. I got to the home XXXX XXXX with the intention of looking around for a more permanent home ( not vacation ) rental with a year lease. The real estate Company advised that I should try to " get approved to buy a house with our Finance guy '' ( XXXX ) instead of renting The finance company approved me for a {$260000.00} loan after much transfer of paper work and income verifying, etc. The same week, I put an offer on a house. It was a XXXX foreclosure home owned by the XXXX XXXX. After many transfers of paperwork and paying for home inspections, electricity to be turned on, plumbing inspections, survey, flood certification, etc., I was told we would go to settlement on XXXX XXXX. On XXXX XXXX the real estate company ( XXXX XXXX ) informed me " the whole thing fell through, there are too many repairs for the bank that is approving your loan to deal with ''. So I lost the house and money I spent on everything to get it approved At that point the vacation rental was already overdue for me to move out, and XXXX XXXX said I could stay another 11 days for {$800.00} ( which I paid ) because I had nowhere else to go. At that point " snow bird '' season had kicked in and rentals were very hard to find and very high priced. The realtor then " offered '' me to rent XXXX their other rentals for {$2000.00} for a month until we could find another house to buy, which I was leery of, but had invested so much time and money in the first house I did not want to give up. I found another house immediately, which was {$50000.00} cheaper. {$210.00}. The closing was scheduled for XXXX XXXX, and everything was in order to buy it, same finance company and realtor. I paid once again for survey, inspections, etc. XXXX XXXX came and went, the finance company informing me all the while of all the paperwork " missing '' and mistakes made in getting transcripts from the IRS. Then the second rental home that we were currently renting became " unavailable '' on XXXX XXXX ( we already extended a week for the closing date ). I was forced into very high priced hotels with my XXXX children and XXXX dogs ( I am employed XXXX and have a big dog ) which cost a fortune after one week. My belongings ( which we had moved three times ) were stuck in the moving truck for 23 days ( {$860.00} XXXX. My XXXX XXXX XXXX dad and I ended up sleeping on a couch and mattress on the floor of the kind person who felt sorry for us. Finally, when Friday, XXXX XXXX, 60 days after starting the SECOND loan, 30 days after the original closing date came, I asked the finance company and realtor if the sellers were going to sign another extension or cancel the contract, to which I received a text saying " sellers cancelled ''. We were devastated. So much time and money lost. I had to immediately find an apartment to rent in XXXX XXXX, and move in over the next couple of days. Then the realtor told me the sellers " had never cancelled and that it was all a big confusing mess. I live in an apartment now, ( my dad also rented an apartment ), which is costing us way more than an apartment would have cost before snow bird season. For FOUR months, nothing but stress and messes and mistakes by the finance company, lender, and Real Estate Company. I have lost over {$4700.00} not including the {$1000.00} escrow deposit that the sellers wo n't release.
11/18/2021 Yes
  • Mortgage
  • FHA mortgage
  • Problem with a credit reporting company's investigation into an existing problem
  • PA
  • 19606
Web
Carrington MortgageXXXX collector is my lender for my home. XX/XX/XXXX I was in finally underwriting with new lender. I was late making that months payment due to medical reasons. I received my monthly statement from Carrington upon reading this as several times before I felt harassed, threated, bullied, singled out as this was another Foreclosure and loss of my home threat if they don`t receive payment for XXXX by XX/XX/XXXX. I contacted Carrington`s Assistance Mortgage department. I explained that i was late due to medical and asked if i was going to loose my home. Department personnel I was speaking with said no I`m no where close to that point and Carrington does this to get a quicker response. I then asked will this be reported the Credit Bureau`s cause I`m in final process of re financing, She explained no I was approved to receive help from their program that no reporting is done while you are getting assistance from them. I made my XXXX payment that day and advised to call back in about 2weeks to see where I`m at for making XXXX 's payment. Refinance company had sent out pay off request to Carrington 2 weeks before this. Refinance company did their final pull third week of XXXX and notified me that I have a late payment on my Credit report from Carrington and they where no longer able to go forward and loss of refinancing of my home will be closed due to the reporting to Credit Bureau`s by Carrington mortgage. I disputed with credit bureau`s and Carrington cause I was told while getting assistance through Carrington`s program no reporting would take place. I pleaded several times with Carrington`s Customer Service with negative results. I made XXXX 's payment last week of that month to bring current status and before their foreclosure deadline they gave me. I tried again and made certain I was place with someone who had Authority in discission on them reporting me. I explained to the gentlemen that not only was I reported late but was reported that I was no more than XXXX late he briefly looked at my dispute and said it wasn`t them who reported not more than 2 months late, but did say due to being 30 days late it was reported. I explained that I was told this wouldn`t be reported. He explained to give him 4 days to investigate and review the phone conversation to verify my claims. I tried contacting him but customer service said they are trained to take these calls. I advised reason for call and placed on hold. Moments later she advised that discission stands and they have no record of my claims as to being in program or being told this wouldn`t be reported to Credit Bureau`s . I loss my refinance, I was lied to then insinuate that I was lying. I feel that this was deceitful, dishonest, spiteful and singled out because my XXXX. They have given me a hard time since day one I feel cause my XXXX check comes after their grace period and i have to pay monthly late charges have to Pay to Pay. Under the FCRA doesn`t it say rule XXXX prohibit debt collector furnishing information to consumer reporting agencies to communicate with the consumer first. Also Doesn`t this violate FDCPA 806 Or does this not apply cause Carrington has 2 types of business operating as one. How do I or consumer know who their speaking with when Carrington calls is debt collector or my mortgage company. Has the FCRA approve of this type of business procedures cause I feel this is conflict of interest not knowing whom your speaking to on phone and able to make decision on my status of home whether or not I live there unless monies are paid by certain date.
08/19/2019 Yes
  • Mortgage
  • Conventional home mortgage
  • Struggling to pay mortgage
  • TN
  • 38016
Web
On XX/XX/XXXX, I received a letter from the law offices of XXXX XXXX XXXX XXXX XXXX which is the law firm representing Carrington Mortgage Services (CMS). The letter is dated XX/XX/XXXX and the date stamped on the envelope is XX/XX/XXXX. This letter has an address of XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, GA XXXX. This letter states that a breach was made on the loan number XXXX and their law firm was employed to take action against myself and the property if necessary. It states that I have 30 days to dispute the validity of this debt, or any portion thereof, or the debt will be assumed to be valid. Also, it states the amount of debt is $XXXX and is accelerated and the entire amount of the outstanding balance of principal and interest is declared immediately due and payable. On XX/XX/XXXX, I received a letter dated XX/XX/XXXX from CMS with loss mitigation options and began gathering my documents to submit yet another mortgage assistance application. On XX/XX/XXXX, I received a second letter from the same law firm above stating that a notice of sale was submitted to XXXX XXXX in which a sale of my home will be conducted on XX/XX/XXXX at XXXX XXXX at XXXX County Courthouse. I submitted my latest mortgage assistance application on XX/XX/XXXX via email. Previously, I began submitting request for mortgage assistance applications all the way back in XX/XX/XXXX to present. CMS would either say the application was incomplete and would close it out, that I did not qualify, or some other bogus reason to take my home. When CMS finally said that my application was complete and they would send it to their home retention department, they then claimed the documents were fraud as I was forced to put my elderly sick parents o