CARRINGTON MORTGAGE SERVICES, LLC

2015-05-13

Rockford, IL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-13

WA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: On XX/XX/XXXX we sent a FAX to our lender requesting a payoff amount for XX/XX/XXXX. Today is XX/XX/XXXX and we have heard nothing. A call resulted in a promise that they would process the amount and FAX in 24 to 48 hours. Who is responsible for the adjustment if the check arrives after XX/XX/XXXX?
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-13

NC

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My mortgage was sold from XXXX XXXX XXXX XXXX Carrington Mortgage Services LLC XXXX 2015. I have been informed that I have no control over which company buy and sell my loan which I find disturbing. Carrington Mortgage Services LLC has the worst consumer services. I stayed on the phone tonight at least 30 minutes waiting to speak to a consumer service rep. regarding notice from Carrington informing me of additional random fees that can be assessed to my account. I requested a copy of the my initial loan regarding additional fees. But I feel it 's unfair that my loan has been sold to a debt collector when I am in good standing with my loan. I feel that these so called fees are ways for Carrington Mortgage Services LLC make profits off consumers and that 's not fair. Carrington is already getting the interest.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-13

Scottsdale, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I disputed the inaccurate reporting from Carrington MS reguarding a 90 day late in XXXX 2015. Carrington investigated the issue and said that the information was indeed incorrect and that they would update the information, and it would reflect on the next reporting in XXXX 2015. There has been no update done to the XXXX credit bureaus. We are trying to close on a house and XXXX companies will not proceed until it is corrected. I have waited long enough and jumped through so many hoops to get this resolved. It has hurt our credit score and caused us to pay higher interest rates on purchases we have made. I have talked to Carrington MS and they explained that they did there part, and I was more then welcome to contact the research department by mail, which would take longer. I want the information updated and reported immediately, therefore we are able to close on our home and never deal with Carrington MS again.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-12

Bloomington, MN

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I have lived in my home for XXXX years. In the last XXXX years I have had personal hardship. I lost my business of XXXX years. I went thru a divorce after being married for XXXX years. I also had a bout with XXXX. By grace I was able to keep my head above water. I know have means to pay my bills. I have a loan with Carrington that I am behind on. They are foreclosing on my home. I have funds to pay my monthly payments plus a little more. I have enclosed my bank statements showing I can do so. I just can not pay thousands every month. At least right now. Please help
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-11

Baton Rouge, LA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Carrington Mortgage took over my mortgage in XXXX 2013 and since then my mortgage has been recorded as being late. This was due to a problem with the transfer of the loan between XXXX bank and Carrington. Carrington placed the loan on some type of forbearance program, which I paid timely, as requested. After doing this for a few months and additionally paying MORE than the required amount to get 'caught up ', Carrington Mortgage placed my mortgage on ANOTHER program a loan modification program. Which was paid as agreed. I am also receiving certified notices from Carrington advising that my house is possibly going to be foreclosed on and that I should contact them to make payments. WHICH I DONT UNDERSTAND. To date, my mortgage is showing past due of over $ XXXX and when I contact Carrington mortgage to request an explanation, the explanation is unclear as to why the mortgage is STILL showing behind. I do not want to lose my house by accidentally signing the wrong documents and/or not properly signing required documents.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-11

MD

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I vacated the house I owned in XX/XX/XXXX or XX/XX/XXXX. My wife at the time moved out and I could not afford all of the bills I had on my own. I filed for bankruptcy and moved to an apartment. I surrendered the home in bankruptcy. I have no interest in moving back into the home, since I have started a life in a completely different area. I have taken excellent care of my finances since that time. I would like to buy another home in the near future and I am approaching the necessary waiting period after bankruptcy. However, since the bank never moved forward with foreclosure on my old home, it still appears on my credit report as mine. Also, once a foreclosure would take place, another waiting period would begin before I could buy another home. Realizing this, I contacted a real estate agent and foreclosure lawyer and initiated a short sale XX/XX/XXXX. We are at the one year mark now and the process is still not complete. My lawyer has been great about keeping on top of this and trying to move it forward as much as possible, but the bank continues to delay the process. Many of the issues the bank has been bringing up simply are not applicable to someone in my situation. They have had me provide my budget several times and have asked for me to provide evidence of insurance on the home. I keep telling them that I surrendered the home in bankruptcy over 5 years ago. The bank is Carrington Mortgage. They took over the mortgage from XXXX XXXX XXXX. Please contact them and ask them to move the process forward.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-11

Cheverly, MD

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: During my mortgage transfer, the gaining loan servicer had poor customer service and misapplied my payment.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-05

Bronx, NY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-05

Shreveport, LA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-05

GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Our homeowners insurance was not paid by Carrington from our escrow account, resulting in the cancellation of our policy. We were not made aware of the cancellation until we received a letter today from our insurance company.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-04

CA

Incorrect information on credit report

Credit reporting:

Public record
Complaint: Mortgage note sold multiple time, note was discharged in Chapter XXXX Federal Court beforeCarrington Mortgage acquired it and should have never reported this as negative information on me or my wife 's credit reports, the original note holder XXXX XXXX did that during Bankruptcy. This is causing XXXX extra negative item and must be removed.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-29

Harsens Is, MI

Credit decision / Underwriting

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-29

Colts Neck, NJ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My mortgage was transferred from XXXX XXXX XXXX to Carrington Mortgage last year. I never had a problem with XXXX. My first payment to Carrington was cashed, but not applied to my mortgage as they claimed it did not contain the supposed late payments they were owed. I continued to make payments to Carrington with no ill effects thru XXXX. On XXXX XXXX I recieved notice from Carrington for an amount owed to get current. I was confused as I had sent every payment in to Carington. Carrington then claimed that they had not applied any payments i had sent them and i was to send them back payments for over {$35000.00}. I thought it was odd and sent them the check for $ XXXX. Carrington returned the check on XXXX for over claiming that the amount was too large and needed to be sent by certified funds or wire. On XXXX I called Carrington to get wiring instructons to pay the amount due and was told by ( XXXX, no last name given when asked emplyment # XXXX ) I was now in Forecloure and certified mail was sent on numerous occasions although I nor my post office has record of same. I was also told by XXXX that as a result of Foreclousre action additional funds including attorney fees would be required and I would get a phone call with said amount within 72 hours. She also stated that a re-instatement procedure would be implemented so once they called me with required payment my mortgage would be re-instated. I never recived a call from Carrington within said 72 hours so i called them on XXXX and was told by XXXX, ( no last name or employment number, he didnt seem to know what an emplyment number was ) that " no new information was available and the amount owed was not known at this time '' .I asked who his supervisor was and he stated XXXX XXXX , but she was in a meeting for the rest of the day and she was currently unavailable. he also stated that he had left her a message to call me by the end of the day, I have yet to hear from XXXX XXXX. I also asked XXXX for a contact at the Foreclosure Attorney, they gave me the name and number of XXXX and XXXX. I contacted XXXX and spoke to XXXX, he told me they sent the reqiuired information to Carrington on XXXX. I again called Carrington on XXXX to verify that they recived the info from XXXX and they had no record. I finally talked to Carrington today XXXX as was told they did have the amount due information and it would be faxed to my personal fax number and mailed to my home address by certified mail. I have yet to recieve said information. I 'm just trying to make my mortgage payment and I want the amount due with instruction on how to pay same. I have not recieved any information on the amount due, attorney fees or supposed penalites that Carrington may be demanding. I 've done nothing wrong, Carrington has refused payment, has acted grossly negligent, lied on numerous occasions and failed to follow up when promised. I ask the CFPB to investigate this matter and advise on how i can be compensated and protected from future unfair treatment by Carrington.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-28

Arden, NV

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-27

Charlotte, NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage was sold by XXXX XXXX XXXX to Carrington Mortgage Services XXXX XXXX XXXX XXXX Ca XXXX this past month. I payed them via their web site for this month. Got a bill today for two payments. My bank shows the payment going through. I have tried to contact these people for the last two weeks but just get put on hold for literally hours, without being able to speak to any one.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-24

Columbia, SC

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-24

Hutchinson, KS

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: 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 ...
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-24

Warrenton, VA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: My mortgage was transferred from XXXX XXXX XXXX to Carrington LLC for the XXXX XXXX payment. XXXX XXXX XXXX did an escrow analysis XXXX 2015 and made the determination that I was paying too much money so they reduced the XXXX payment. Carrington assumed the loan in XXXX. I never received a statement from Carrington or any information regarding the loan until XXXX XXXX with the new account #. I paid the loan on XXXX XXXX acccording to the statement from XXXX XXXX XXXX. Carrington refused to apply the check to my loan and is holding payment stating that my account is in arreas and I am required to pay the additional escrow amount. When the loan was transferred, Carrington failed to get all the documentation. I confirmed with XXXX XXXX XXXX that Carrington has all the necessary documentation to reflect that the payment was lowered as of the XXXX XXXX statement date.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-23

Stafford, VA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-22

Berwyn, MD

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-20

MA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: In XXXX 2015, I spoke to Carrington mortgage to arrange to get current on my mortgage. The Carrington representative and I agreed I would make XXXX payments of approximately {$3000.00}. The Carrington representative took out the first installment of approximately {$3000.00} on the day we made the agreement by phone. About two weeks later I suffered XXXX and was unable to work. I was in the hospital and very limited physically. During this time, Carrington sent the agreement in writing to my XXXX XXXX XXXX which I was not able to check until much later when I was discharged from the hospital and able to walk and start leaving the house driven by family members to do errands. When I checked the mail, I got the letter from correspondence that incorrectly documented our agreement by stating I had agreed to make XXXX payments of more than {$5000.00}. This simply did not occur and was not the agreement made with my by the representative on the phone in I believe XXXX. If you note the payment I made it was approximately {$3000.00}, not {$5000.00}. I am upset that Carrington misrepresented the agreement and would like the company to review the phone records of the call to confirm that I did not agree to pay XXXX payments of {$5000.00} as I know I could not and did not make such payments, beyond the first {$3000.00}. Now that I am recovering from my XXXX XXXX I would like Carrington to explore my options for getting current on my mortgage and keeping my home.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-20

Cimarron, CA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: My loan account was transferred to another mortgage company in XXXX XXXX. I have been on a bi-weekly payment plan with my previous mortgage company since XXXX XXXX. I paid an extra month a year towards my principal through the bi-weekly plan for about 10 years. I made XXXX payments in two of the months during those years, which are XXXX bank drafts per year. This should have reduced my loan payoff date, ( maturity date ) from XXXX XXXX. I have occasionally checked with Citi-mortgage in regards to my loan payoff date. I was always told that it was XXXX XXXX because of my enrollment in the bi-weekly advantaged plan. When my loan was transfer to Carrington Mortgage, it was written on my statements that my maturity date is XXXX XXXX. My issues are with all the money that was applied to my principal since XXXX and adjustments made to the amount of interest that has been amortized. I also understood that the extra one-month payment a year would also reduce my interest that further reduces the loan payoff date, ( maturity date ). I have expressed concerns to the new mortgage holder regarding the loan payoff date, ( maturity date ) because of the way it is stated now I will be paying them more money than is actually owed. They are telling me that even though I am paying every XXXX rather than XXXX, it would not affect my maturity date. People enroll in these types of plans to reduce the time it takes to pay off their mortgage loans. During the transfer process, I received letters from both mortgage companies stating that nothing will change about my loan terms or conditions. That statement appears to be false. I feel I am about to be swindled out of a lot of money without a true loan payoff date, ( maturity date ) bases on accurate financial calculations of my bi-weekly plan payments since XXXX XXXX. I feel the new mortgage holders of my loan account should not have purchased my loan if they did not agree with the existing terms and conditions of the bi-weekly payment plan from the previous mortgage holder.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-17

Midland, TX

Credit decision / Underwriting

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-17

Las Vegas, NV

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response