CARRINGTON MORTGAGE SERVICES, LLC

2019-03-27

Pine Mountain, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-27

Worcester, MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-27

Swiftwater, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-25

Dania, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-22

Dallas, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Dear CFPB : On XX/XX/2019 I submitted my XX/XX/2019 mortgage payment through the Carrington Mortgage Services ( Carrington or Firm ) website. Carrington Mortgage credited the account and later reversed the payment due to a data entry error. At this point, the Firm could have made commercially reasonable attempts to contact me by phone, mail or email to notify me of the error. If the Firm had down so, this would have allowed me to become aware of the error and resubmit the payment with enough time prior to the end of the month. As a result, Carrington has reported my account with the credit bureau agencies as 30 days past due and my credit worthiness score has decreased materially and has impacted my ability to secure financing at reasonable rates. Carrington did not notify me of the error and on XX/XX/2019, when I was going to submit my XXXX payment that was the first instance when I became aware that there was an issue with the XXXX payment. At that point, I resubmitted the XXXX payment on XX/XX/2019 and on XX/XX/2019 submitted my XX/XX/2019 Payment to ensure my account remained current. I find out later when preparing to start the process to apply for a home equity line of credit that my credit score had decreased significantly to the point where I would no longer be able to be approved for the HELOC. I contacted Carrington Mortgage Services customer service as well as Carrington Mortgage Services Customer Advocacy on XX/XX/2019 and both representatives were unwilling to help me correct and update the credit reporting information. They both simpthazied with me but stated that their system limitations would not allow for the credit bureau related adjustment to be submitted. In closing, my intention was to make my mortgage payment timely as reflected by the XX/XX/2019 payment. Carrington acknowledged that my account was credited for the XXXX Payment and later reversed that payment due to the error. The purpose of credit bureau reporting should not be to punish consumers who made a good faith effort to make their payment timely and the Mortgage Servicer should not be allowed to damage consumer credit ratings because of their computer system limitations or general unwillingness to protect the consumer. The Carrington Mortgage Services customer service representative and Customer Advocacy representative stated they sympathize with this situation but could not help because of how their computer systems were built. If a customer made a good faith effort to make their payment on time with enough time for Carrington to make contact with their customer to help them correct the error timely, then the consumer should not be penalized and damaged as a result. Many customers are probably going through this same or similar scenarios where a payment was submitted in good faith with commercially reasonable amount of time for the Firm to have the payment error corrected prior to month end and avoid negative credit reporting implications. Sincerely Yours, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-03-22

MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: a XXXX XXXX was assigned to the account well over amonth ago, he finailly reached out to borrwoer rep the other day, we hav elost so much time and now carrington states foraclosure to be put in paper XX/XX/2019/thsi was caculated ,2 weeks went by and i asked XXXX XXXX why has not gotten back to me and stated he was sick, then no calls twoweeks now forclosure, this is very disengenious.demand is madeborrwoer have formal discussion on loss mitgation options!! this is and unfair business practice.
Company Response: Closed with explanation

Timely Response

2019-03-21

Brkn Arw, OK

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Collected or attempted to collect exempt funds
Company Response: Closed with explanation

Timely Response

2019-03-21

Mount Holly, OH

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: On XX/XX/19 I made a payment of {$800.00}. This was above the contractual payment amount but did not bring the loan current. The mortgage company was already holding XXXX which left roughly XXXX to bring the loan to a current status. On XX/XX/19 I was notified by XXXX that the payment had been cancelled by the recipient. I called the mortgage company about sending the payment back and was advised to send {$1800.00}. I told them it would be wired XX/XX/19. On XX/XX/19 I called to verify receipt and was told the loan was active in foreclosure, that it had been placed in foreclosure XX/XX/19. I asked why they didnt apply my contractual payment, per CFPB guidlines under RESPA and was told they didnt have to. They have since sent back the {$1800.00} and are still holding the XXXX, but are now charging me over {$7500.00} to avoid the foreclosure when my balance is XXXX with the XXXX payment
Company Response: Closed with explanation

Timely Response

2019-03-21

GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XXXX my house burned down and my insurance company release a check to myself and Carrington Mortgage for {$100000.00}. Since then I have had to put over {$90000.00} of my own money into the home as Carrington will not release the funds needed to complete the reconstruction. To this date they have release only {$35000.00} while we have sent them information from myself and my contractor showing where we have spent the additional amount. They keep saying it is not more than 25 % done although it is around 80 % done. I am recently widowed and I believe they are trying to prey on me to keep this money and make me homeless.
Company Response: Closed with explanation

Timely Response

2019-03-20

Tampa, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I recently submitted a complaint about XXXX XXXX XXXX. Although I don't agree with their response, they gave me some more information to direct me towards Carrington Mortgage Services. As per my conversation with Carrington customer rep XXXX on XXXX she informed me that Carrington acquired the property at XXXX XXXX XXXX XXXX. XXXX XXXX XXXX on XXXX. She also gave me two different foreclosure dates XXXX and also XXXX which neither is correct. She then transferred me to her supervisor which inturn emailed someone to return my call. on XXXX I got a call from XXXX XXXX from Carrington Property Services department. He advised me that therewas no attorney on this case. he also advised me that the property was declared vacant by a realtor named XXXX XXXX by XXXX XXXX. My complaint is that the house was not vacant, I was out of town working I have documentation from all utility companys and USPS that I resided at the property. so basically they just broke in and threw all my belongings out. I also talked to a XXXX at Carrington she told me that cleanouts are outsourced and had no record of who did it she also told me she had pictures of what was supposedly left there it was a few paint cans, a leather couch, and some old TV 's. I dispute that also, I had all kind of tools, clothes, and a lot of other things in the said property. the dumpster was provided by XXXX XXXX in XXXX pa for the clean out. I'm in the process of acquiring the weight of the roll off dumpster to confirm all my personal belongings were thrown out. Another big issue I have was that I was never served with a registered letter to vacate the property, I even contacted the XXXX County Sheriffs office to see if they had any eviction paperwork. They advised me that they did not and said to stay in the property until I was served with eviction paperwork from them. Like I stated earlier I was out of state working, my parents live two houses over and called me to tell me they were throwing my stuff away. My father went over to confront the people, a heavy set woman was sitting on the hood of a dark XXXX XXXX screaming at him that she owned the property and to get the XXXX off of it. that's when he left and called me again. I tried to contact XXXX XXXX XXXX with no avail. I also tried to contact XXXX XXXX she was the realtor that had the property listed, evenbefore it was cleaned out, i left her several voicemails and she never returned my call. Also there is a first mortgage holder that was never paid that's why this property was not foreclosed on in the prior 10 years. It went to foreclosure 5 other times but the mortgage company pulled the foreclosure the day before the said date. leading to me to believe there was a problem with the title and we both feel that the property still should belong to him. I feel that I have a potential lawsuit against XXXX XXXX at XXXX XXXX and Carrington Mortgage for what they did to me. I lived in the neighborhood all my life and I'm sure the neighbors would be more than willing to come testify in court that I was living on the property up until the time they broke in and threw my stuff away. Quite a few of them cant believe this happened either. Hopefully we can resolve this matter before I have to hire an Attorney, I have spoken to several now. This is not the proper procedure in a foreclosure. I expect to be compensated for all my and my childrens personal belongings that have been thrown away in this improper procedures. XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX Fl XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-03-19

Hattiesburg, MS

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-19

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-19

Staten Island, NY

Incorrect information on your report

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

Account information incorrect
Complaint: XX/XX/2018 XXXX XXXX XXXX acct XXXX decided to sell my home loan to another company called carrington mortgage services acct XXXX and i have been current and never late and they reported late 30 days on the month of XX/XX/2018. I have been current every month please fix this issue.
Company Response: Closed with explanation

Timely Response

2019-03-19

Raeford, NC

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-18

CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-18

Quartzsite, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I use the Carrington 's website to pay my mortgage and do so monthly for quite some time. The 1st time I used the website, it auto saved my bank acct # and routing # which helped so I never had to fill out that information for subsequent payments. However in XXXX I ran into problems with Carrington which they have been unable to resolve to my liking. The XXXX payment which was due on the 1st, with 15 day grace was made my me, online on the XXXX of XXXX. I received a confirmation #, like all other past payments I made and thought that was that! However, on the XXXX of XXXX I received a letter from Carrington saying they never received payment, so I logged in again, went thru the same process, received another confirmation # and felt again, it would be fine. Boy, was I wrong, it ended up NOT working again and I had to find a payment location and they finally accepted my payment on XX/XX/2018, which made it 30 days late and they reported to the credit bureaus to my disliking! I've never been 30 days late on anything, never a stain on my credit in over 50 years and I am very disappointed in Carrington as it also has messed up my potential re-finance causing the rate to go up on me if I pursue. I need your help in finding a resoluton as Carrington said they did nothing wrong by me.
Company Response: Closed with explanation

Timely Response

2019-03-16

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: 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.
Company Response: Closed with explanation

Timely Response

2019-03-15

Deerfield Bch, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-15

Sarasota, FL

Improper use of your report

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

Reporting company used your report improperly
Company Response: Closed with explanation

Timely Response

2019-03-14

Manchester, NH

Struggling to pay mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-13

Buck, PA

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: Carrington approved me for a short sale or DILF because I lost my prior job and had to move to XXXX, XXXX from XXXX and no longer live in the home. It is vacant. They again conditionally approved the short sale and we have received a short sale offer for the full price of the approved amount, {$460000.00}. The home was appraised by Carrington at {$550000.00}. The mortgage balance is {$580000.00}. Carrington initially approved the short sale but now has said VA Guidelines are denying the short sale. They told us that it was approved and even spoke to our sale agent and had him list the property. We now have an offer from a cash buyer and can not get our short sale to closing. Please investigate Carrington 's business practices.
Company Response: Closed with explanation

Timely Response

2019-03-13

Lake La, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-12

Alpine Forest, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-12

Juniper Hills, CA

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: I went through a divorce and fell behind several payments, tried to modify with Carrington Mortgage Services to see if they would help me out while I got back on my feet but the only thing I got was a payment increase along with my loan balance. No other solution was given to us and we are now a few days from loosing our home. My loan # XXXX and my " point of contact '' is XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-03-12

WA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response