CARRINGTON MORTGAGE SERVICES, LLC

2019-03-12

Oxford, GA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-12

Moreno Valley, CA

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

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Company Response: Closed with explanation

Timely Response

2019-03-08

Palos Park, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: This is in response to a previously " resolved '' claim. The claim number is XXXX. As a result of this complaint, Carrington Mortgage Services agreed to redact or suppress all credit reporting and remove late charges for the dates XX/XX/XXXX through XX/XX/XXXX. They did suppress credit reporting, but have refused to remove the late charges, even after I have continuously called and complained. This mortgage company has given me nothing but trouble regarding any issue I've had, and the late fees have still been piling up and attached to my account. I am seeking to have them removed, and at this point, I think the only way I can get this done is by filing an additional claim. I have attached the document in which this is explained.
Company Response: Closed with explanation

Timely Response

2019-03-08

Norwalk, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-08

Milwaukee, WI

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: I was pre-approved for a loan with XXXX XXXX XXXX in XX/XX/XXXX. I found a short-sale property in XXXX of XXXX, and my loan officer XXXX XXXX immediately ordered my initial disclosures and had them sent to me. I received disclosures from XXXX and Carrington Mortgage, which is their TPO broker. I asked my loan officer why was my loan locked in XXXX and she stated that all loans should be locked right away. As with most short sales, the process was drawn out due to the seller ( XXXX ) was taking their time to review the offer. Throughout the process, I received 5 LOCK EXTENSION FEES. I felt like this could have been avoided if we did not lock the loan right away. I asked my loan officer on XX/XX/XXXX if there was a different interest rate available that could offer a credit to assist me with the amount of fees that were being added to my loan and I was told no. Finally we were on track to close by XX/XX/XXXX, until I was told that my credit report expired on XX/XX/XXXX, due to an " oversight '' on the Carrington underwriter. Once my credit was re-pulled, they stated that my credit score had dipped below XXXX, so a re-score had to be completed. It took almost a week for this to come back, and our deadline to close was today XX/XX/XXXX. I was looking for a CTC on Tuesday, but didn't get it until Thursday XXXX. Today XX/XX/XXXX I did not receive a final CD until I arrived at the closing, where my closing costs had increased from approximately {$6200.00} to over {$7300.00}! At the closing table I noticed that Carrington had made a couple of huge monetary errors on my Closing Disclosure. No one bothered to fix the numbers, therefore I walked away from the closing because it had become unaffordable for me at this point. The mortgage company also violated TRID by disclosing an appraisal re-inspection fee to me 2 weeks after they were aware that it was needed. Also, a title update fee was charged on my final CD that I was not aware of and it was never disclosed to me. I was told that sometimes extra fees from the title company just needs to be added. That is not true. As someone who has been trained on TRID, I can just imagine how many customers who are not mortgage savvy has been taken advantage of by Carrington Mortgage. As a consumer I asked for my closing figures be a little more accurate so that I didn't have any cash to close surprises. My requests were ignored several times. I was told that my requests would be on the final CD. Due to this fiasco, I now have to go back to my landlord to see if I can rescind the 30 day notice that I have him. This is the worse consumer experience that I ever had to go through.No one cared how this has affected me physically and emotionally. I am a single mother of a XXXX year old daughter, and it hurts me that I have to break the news to her that I can't buy this property due to the carelessness and lack of professionalism of Carrington Mortgage.
Company Response: Closed with explanation

Timely Response

2019-03-08

Brentwood, NC

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-08

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-06

Jasper, AL

Closing on a mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-05

Newnan, GA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: 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.
Company Response: Closed with explanation

Timely Response

2019-03-04

MD

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Seized or attempted to seize your property
Complaint: I received a call from XXXX from XXXX XXXX stating they were from Carrington Mortgage who handles my current mortgage. They stated that I was turned over to legal for unpaid escrows and I will lose my home if {$1000.00} was not paid directly to them by XX/XX/19. I called Carrington themselves and verified that this was not factual and turn in the information to them. Carrington is researching at this time as well.
Company Response: Closed with explanation

Timely Response

2019-03-04

TN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Carrington Mortgage began servicing my mortgage recently, with the first payment being due to them in XX/XX/2019. Firstly, I believe that the payment options Carrington provides to consumers are unacceptable and are being offered with mal-intent. The previous mortgage servicing companies I have dealt with, of which there have been many, were able to offer reasonable, accurate, and no fee payment options that any American consumer would expect to encounter when conducting this type of routine business. It is simply unacceptable to demand a fee to make a simple electronic payment. Secondly, I have made payment to Carrington on XX/XX/2019 through my credit union 's bill pay feature. Carrington received my payment, but did not apply the excess payment to my principal balance. Instead, Carrington has applied the excess payment as future regular monthly payments - this is a blatant attempt to collect more interest and is completely at odds with consumer interests. I called to correct the issue, and was told it would be corrected. However, it has not yet been reflected in the records. In addition to this, I was told that if I continue to make my payments in one of the very few fee-free payment options they provide I would have to call in and correct this exact issue every month. Needless to say, that is completely unacceptable. The only other fee-free option provided to me without the hassle of calling in every month does not allow me to make additional principal payments in excess of $ XXXX/month. I am currently attempting to make additional principal payments that exceed this artificial cap put in place by Carrington. I feel that I am being unduly burdened in order to make a simple mortgage payment. I have only encountered this situation with Carrington and no other banks or mortgage servicing companies. Please correct this issue, whereby I can make my mortgage payment with additional principal without unfair burden.
Company Response: Closed with explanation

Timely Response

2019-03-03

Atlanta, GA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: 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.
Company Response: Closed with explanation

Timely Response

2019-03-03

Ferryville, WI

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-01

Saint Charles, AR

Incorrect information on your report

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

Information belongs to someone else
Complaint: XXXX XXXX XXXX sold the VA mortgage loan to Carrington. Im not military. Im not even on the loan but ex husband is. I dont live at the house with the va loan and am being sued for foreclosure. I attempted to sell the house previously but realtor denied my right to sell and has a conflict of interest for business. I want the foreclosure dismissed and removed from my credit report
Company Response: Closed with explanation

Timely Response

2019-03-01

CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage is with Carrington Mortgage Services. My principal balance is now under 80 % of the original mortgage amount ( I believe this happened in XX/XX/2018 ) but CMS continue to take the PMI from my account,. I understand the Federal Homeowners Protection Act requires the lender to cancel PMI automatically when the mortgage balance has reduced to 78 % of the home 's purchase price. I contacted CMS and they say they will only cancel the PMI when requested by the mortgage holder ( because some people prefer to keep it ). The only way to cancel is by mail or fax. I sent a letter in XX/XX/XXXX which they have conveniently not received. I plan to send another letter by registered mail, asking for cancellation of my PMI and a refund dating back to XX/XX/2018.
Company Response: Closed with explanation

Timely Response

2019-03-01

Leary, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-01

Hempstead, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-28

Hempstead, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-26

Andalusia, PA

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

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

Problem with personal statement of dispute
Company Response: Closed with explanation

Timely Response

2019-02-26

Hillsdale, NJ

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: Good morning, I have been working with XXXX / Carrington mortgage services since the end of XX/XX/XXXX, I was suppose to close on XX/XX/XXXX but due to XXXX lack of communication and confusion me and my wife are unable to close. They had me fly to Georgia to complete closing. They said my granddaughter could be my POA and then letter change it at the last minute. My loan officer has not been following up with me to explain this process, I have been having my Grandaughter asssit me but they have a issue with her helping and not explaining everything correctly which delayed closing and now the seller is canceling the contract and I will loose my money. Please assist
Company Response: Closed with explanation

Timely Response

2019-02-25

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-02-25

Beaumont, TX

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-02-25

Etiwanda, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-25

Etiwanda, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-24

Jupiter, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response