CARRINGTON MORTGAGE SERVICES, LLC

2019-04-15

Beyersville, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I requested proof of standing that I was paying the correct servicing company. I also requested full disclosure and complete accounting history of the alleged debt, however I have been continuously harassed by alleged agents coming to my property without prior notification which has been highly embarrassing and degrading. Please have this company to comply under the FCRA/FDCPA and truth in lending act or void this alleged account.
Company Response: Closed with explanation

Timely Response

2019-04-15

Arlington, WA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-11

Bostonia, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Carrington Mortgage Services ( CMS ) XXXX XXXX MXXXX XXXX XXXX XXXX XXXX XXXX, XXXX CA XXXX Authorization was faxed on XX/XX/19. I spoke to a rep from CMS today and I was told they will not do anything with our authorization until 30 days have passed. They will, however, speak to the listing agent even though the listing agent has not submitted an authorization. When I pressed it further, the assigned SPOC XXXX XXXX got belligerent and wanted to know why we were hired. I told him likely because the borrower doesn't know what to do and the listing agent requested our assistance so that they could work as a listing agent and not a short sale negotiator. He then said well that's what the listing agent gets paid for and was belligerent until I asked twice if he intended to prevent the borrower from their legally protected right of professional representation. ********* He does not need to know why the borrower hired us or authorized us to work the short sale, all he needs to know is that they did, and he needs to adhere to the authorization signed by the borrower. Since we have this problem on EVERY SINGLE SHORT SALE WE OPEN WITH CMS -- -- IT IS OBVIOUS THEIR COMPANY POLICY IS TO OBSTRUCT THE BORROWERS RIGHTS TO THE SHORT SALE PROCESS AND IGNORE THE EXPRESSED WRITTEN INSTRUCTION FROM THEIR OWN BORROWER. ************This is a directed effort to keep us from working on the short sale. Attached is our authorization signed by the borrower. I expect this to be applied to the account immediately and for CMS to comply with this written instruction from the borrower. We want this file re-assigned to a different SPOC.
Company Response: Closed with explanation

Timely Response

2019-04-11

East Brooklyn, CT

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-04-11

Mansfield, MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-11

Burien, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-11

Maiden Rock, WI

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: 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.
Company Response: Closed with explanation

Timely Response

2019-04-10

Stevenson, MD

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: A few years ago our mortgage was purchased by Carrington Mortgage. Since then we've had nothing but trouble. We got a few payments behind and caught up only to have them keep charging us strange fees to " keep us in the hole. '' As of now, they are showing that the last payment made was in XX/XX/2019, which shows on my credit report as 30-59 days late, which is dragging my score down. I have made both XXXX and XXXX XXXX payment but Carrington refuses to update that information. I have a print out from Carrington 's own site showing those payments were made as well as statements from my bank showing those payments were made. I have read through hundreds of complaints online about the same things happening to other people. This company needs to be investigated and shut down. In the meantime, I simply want my payment information reported accurately. This company will find anyway to keep collecting more money from you or to ruin your ability to refinance with another company.
Company Response: Closed with explanation

Timely Response

2019-04-09

Ny City, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I purchased a new home at on XX/XX/2019 and originated a new mortgage in the amount of {$450000.00} at that time with XXXX XXXX XXXX As is required, I paid a mortgage recording fee at the time of origination of my loan to the city. About a month later, the mortgage servicing rights for that loan was sold to XXXX and subsequently, effective XX/XX/2019, to Carrington Mortgage Services , LLC . The first piece of paper I received from Carrington Mortgage Services , LLC, arrived on XX/XX/2019, and with it a recording fine of {$40.00} listed under " XXXX recording fee. '' I subsequently contacted the company on XX/XX/XXXX and XXXX to understand what the fee was for and at first was told that it was a fee charged to homes in foreclosure ( which mine is not ) and then told that the " best guess '' is that it is the mortgage recording fee paid to the local authorities at the time of origination of a new mortgage ( which mine is not ). I have received absolutely no remedy from the company, except requests to make my request in writing, which I have.
Company Response: Closed with explanation

Timely Response

2019-04-09

Mount Morris, MI

Closing on a mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-04-09

Corona, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-08

South Florida, FL

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: Hi, for the past 4 months I've been going back and forth the credit reporting agencies regarding these accounts in question and the reason for this is because I know that these accounts are being reported incorrectly. Under the Fair Credit Reporting Act ( 609 ) it is my right to challenge any account in my credit if I believe they are being reported inaccurate, unverifiable or incomplete. I believe they are and some of them have been corrected on some of the bureaus and some have not. I would like to make this complaint to show the level of urgency I have towards this matter. If you can please help I would really appreciate it. These accounts have to be deleted since they are holding my credit scores back and I'm looking to use my credit soon to make a major purchase. Thanks! ACCOUNT NAME : CARRINGTON MORTGAGE SERVICES, ACCOUNT # : XXXX, DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON : XXXX, XXXX AND XXXX. ACCOUNT NAME : XXXX XXXX, ACCOUNT # : XXXX, DATE : XX/XX/XXXX, BALANCE : 11, REPORTING ON : XXXX. ACCOUNT NAME : XXXX XXXX, ACCOUNT # : XXXX, DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON : XXXX. ACCOUNT NAME : XXXX XXXX, ACCOUNT # : XXXX, DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON : XXXX AND XXXX. ACCOUNT NAME : XXXX/XXXX, ACCOUNT # : XXXX, DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON : XXXX. ACCOUNT NAME : XXXX XXXX XXXX, ACCOUNT # : XXXX, DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON : XXXX, XXXX AND XXXX. ACCOUNT NAME : XXXX/XXXX, ACCOUNT # : XXXX, DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON : XXXX. ACCOUNT NAME : XXXX XXXX, ACCOUNT # : XXXX, DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON : XXXX, XXXX AND XXXX.
Company Response: Closed with explanation

Untimely Response

2019-04-08

Bella Villa, MO

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-08

Addisleigh Park, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Untimely Response

2019-04-05

Rockaway Beach, NY

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-04-05

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-05

Portland, OR

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have an FHA loan. Carrington mrtg is my servicer. I fell behind on my payments in XX/XX/2018. In XX/XX/2018 the took a payment. In XXXX the returned a XXXX. Money order payment. They locked my account on XX/XX/XXXX and started foreclosure. My money order which is now not useable to me because its written on and banked stamped was returned to me. On my statement it is written that is payment in full is not sent monies will be held in a suspended account. Heres my issue. I called FHA after Carrington refused payments and locked my account. FHA stated they had seen my prior 5 years of perfect payments and they dont foreclose unless I am 6 months behind. I was not but now due to Carrington refusing my payments I am now 6 months behind if you include XXXX. Its unfair. I am honestly trying and making an effort. I am a single mother. I lost my job of 10 years. I have taken a XXXX an hour pay cut. I requested a reinstatement. Its an outrageous amount. I have filed for a modification. Im still waiting. This morning Carrington called my phone but once again left no voicemail as to why they were calling. I logged into my account and ot stated call point of contact for modification. So I called. I entered all my identifying information. And it keeps routing me to single point of contact line that is closed. This is at XXXX XXXX in the morning on a friday. They are closed on a weekend. Again precious time being wasted giving me the run around. The have my email to send me requests and information as well. My house has doubled in value since I purchased it. It feels like they are trying to make me foreclose and force us out. I feel as though they should not be allowed to lock my account and refuse payment especially if I have in writing that it will be placed in a suspended account. If nothing else FHA would then be able to see I am making an attempt and not really 6 months behind and see what this servicer is actually doing to low income homeowners. Please help. I have a hud counselor but she has only gotten as far as I have. Also if and when I get this situation fixed I want to know how I can get a different servicer. I absolutely do not TRUST the company. They are horrible and treat their clients that are struggling awful. They dont explain anything. Everything I have learned I have had to research online. When I say I dont understand something they just repaet themself. When I ask about and option I hear its up to you whatever helps you sleep at night. Its horrible.This is my only home. Im am trying like crazy to save it. My payments are XXXX. A month I have XXXX. In returned and refused payments. Plus my current payment thats due for XXXX on the XXXX which has been my payment date for over 5 years.I understand I would still be behind but only like a month an a half but now they want a few thousand dollars in fees. I just dont understand how a company can do this.
Company Response: Closed with explanation

Timely Response

2019-04-04

Brentwood, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-02

Hon, HI

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I have paid the final amount due on a mortgage, a refund was due to me in XX/XX/XXXX. I have called on a few occasions to ask for my refund to be processed. The amount was due to me in XX/XX/XXXX in the total amount of {$300.00}, I did not rec. the check. Call in XX/XX/XXXX to inquire when will I expect my refund. XXXX at the call center stated they will send a replacement check. I have not received it as of today. XX/XX/XXXX- {$200.00} XX/XX/XXXX- {$94.00} I am still waiting for a refund of {$300.00}
Company Response: Closed with explanation

Timely Response

2019-04-02

Clinton, MD

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-04-01

San Jacinto, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have been trying to short sale my house for nearly two years now, the most recent has been submitting yet the documents all over again in XXXX of this year. Previously in XXXX of XXXX and beginning of XXXX I believe, first time was around XXXX of XXXX. I keep getting the runaround, I have a buyer his offer was accepted and we've ( my realtor and I ) have been trying to get this EHLP Loan/Lien paid by Carrington since they will not release it. I and my realtor have submitted everything they've asked for, and I get a letter stating my short sale was denied because I did not submit the documents needed, they don't list the document or documents just that I didn't provide it. I am sick of the back and forth and lack of communication from the short sale department. Now I'm getting phonecalls non-stop, between the hours of XXXX - XXXX by the way, I live on the West Coast the property is on the East Coast, that is still before XXXX, why is Carrington calling at these times? Unprofessional is just one of the adjectives to describe what dealing with Carrington has been like, I just want to get the short sale done and avoid foreclosure.
Company Response: Closed with explanation

Timely Response

2019-04-01

Billerica, MA

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: On XX/XX/19 I requested a payoff from my Mortgage Company, ( Carrington Mortgage ). At this time, I had not yet paid the month of XXXX. I noticed that the interest amount noted on the statement also included the month of XXXX totaling {$1900.00}. I also noticed a {$42.00} late fee which, per Carrington does not get accessed until the XXXX of each month. I called to speak with a Carrington representative and they told me to that I would have to pay the values shown or the payoff would not be accepted from my new Mortgage Company. They also stated that any the additional overpayment would be refunded to me once the loan was paid off. I paid the month of XXXX so as to be up to date and requested an updated Pay off. on XX/XX/19, I received a revised Payoff statement which no longer calculated a late fee but it is still holding {$980.00} for the month of XXXX. There are no recording fees or other fees noted on the last payoff statement. The mortgage was satisfied in full on XX/XX/19. I had a pending escrow balance to be returned to me in the amount of {$1200.00} as well as the {$980.00} advance interest payment for XXXX. The mortgage note in XXXX was no longer held by Carrington and was paid in full on XX/XX/19. After several attempts of attempting to reach Carrington and getting no response, I did receive the escrow check for {$1100.00}. They short paid {$91.00} with no explanation and to date they have not returned the overpayment in the interest for XXXX. I have attached copies of both pay off requests. A copy of a statement reflecting the escrow balance as {$120000.00} after my XXXX payment as well as confirmation of the loan payoff to Carrington on XX/XX/19 and the check copy for the escrow funds. Please help me get this resolved and the remaining balance of my overpayment returned to me. Thank you, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-04-01

Oak Grove, MO

Trouble during payment process

Mortgage: VA mortgage

Complaint: My mortgage is with Carrington Mortgage Services. I have been making my payments electronically but the company has been continually returning the payments. I'm now 6 months behind and an appraiser came to my home a week ago saying he was doing an assessment of the property because it's in foreclosure and scheduled for sale on XX/XX/19. I NEVER received any notification of foreclosure. I never receive statements of my account. I had called when I was a few months behind and they agreed I could make weekly payments to catch up but again they returned every payment. Today I had to go to my parents to get the {$6500.00} to stop the foreclosure. That amount includes over {$2400.00} in " other '' costs. This company is terrible!!!! Someone needs to investigate their practices.
Company Response: Closed with explanation

Timely Response

2019-03-29

Clyattville, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-28

Gastonia, NC

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: I submitted a dispute with XXXX, due to an incorrect payment status with Carrington Mortgage Company ; however the dispute was completed and the status still reflects " At Least 120 days or more than four payments past due '', which is still not correct. The mortgage was included in an active Chapter XXXX bankruptcy, and the house was sold in XX/XX/2018 & the mortgage was paid-off. The credit reports for XXXX & XXXX correctly reflect the status of the mortgage.
Company Response: Closed with explanation

Timely Response