CARRINGTON MORTGAGE SERVICES, LLC

2019-02-06

Lawrenceville, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-06

Ft Myers, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Im behind on payments I asked to pay the amount to reinstate the account and they state they wont until I pay there fees and all the payments they request they wont help a customer with there fees and on top of it they prefer for customers to loos their homes.
Company Response: Closed with explanation

Timely Response

2019-02-06

MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: RECEIVED A CALL FROM XXXX @ CARINGTON MORTGAGE AT XXXX TODAY .AFTER SHE VERIFIED INFORMATION SHE STATED THE CALL WAS BEING RECORDED .I STATED I DO NOT WANT TO BE RECORDED AND CALL ME BACK ON A NON RECORDED LINE.AT XXXX SHE CALLED BACK FROM A XXXX NUMBER AND VERIFIED INF AND SHE BEGAN TO ASK ME WHY I WANTED A NON RECORDED LINE.I STATED I DO NOT HAVE TO GIVE A REASON AND SHE KEPT BADGERING ME AND TRYING TO COERCE ME TO SPEAK ON A NON RECORDED LINE.SHE STATED WE CAN NOT ASSIST IF BASICALLY DONT TALK ON NO RECORDED LINE.I TOLD HER I REQUESTED TO SPEAK ON A NON RECORDED LINE FOR MONTHS IN WRITING VIA CERTIFIED MAIL AND EMAIL AND BORROWERS ARE BEING PROHIBITED NOW TO DISCUSS HOME RETENTION LOSSMITIGATION OPTIONS BECAUSE WE WONT SPEAK ON A RECORDED LINE, THIS IS AGAINST THE LAW!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! borrower has DEFINITIVE PROOF THAT A NON RECORDED LINE TO SPEAK ON HAS BEEN REQUESTED FOR MONTHS BORROWER PLANS ON A SUBPOENA THIS 2ND PHONE IN ITS ENTIRETY CALL FOR IT DISPLAYS THE EGREGIOUS PATTERN OF CONDUCT AND DEMONSTRATES CLEAR VIOLATIONS OF THE LAW BY XXXX AT CARRINGTON
Company Response: Closed with explanation

Timely Response

2019-02-06

Lawrenceville, GA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-02-05

OR

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2019 Carrington Mortgage called my wife at work " needing to talk to her about our loan ''. After a lengthy back and forth with the company she came to realize they were just calling to have us make our monthly payment sooner. As per our loan agreement, payments are due on the first but not late until the 15. We are not delinquent in our payments and make our payment on or before the 15 via electronic payment EVERY month. They called acting like we were behind on our payments and asked if we would " like to make arrangements to pay on the first ''. We have had loans serviced by multiple companies and have never had them call us asking to make payments sooner than our loan agreement states and this includes Carrington as they have serviced our loan for many years now. We made our payment as usual but this time it " failed to process '' on time and coincidentally were charged a late fee for the first time in years ( only 1 time in 10 years did we have a late fee which was legitimate ). We called customer service and they reversed the charge and processed our payment over the phone on XX/XX/XXXX assuring us this wouldn't happen again. Today, XX/XX/2019 we got a call from Carrington at XXXX XXXX asking us to verify our loan info. When we refused until we knew what the call was about the caller said that was against policy until they could verify our identity. We asked to speak to a manager and were also told that that was against policy and we were unable to get more info on what the call was about. Concerned that this was a scam we called the company back and they verified they had called us again wanting to " make arrangements for payment '' of our loan still not late for 10 more days. We told them directly to take us off their call list and not contact us unless there was a problem or emergency with our account. We have never had harassing calls from a creditor when we were NOT delinquent in payments and this seems to be a new practice for Carrington as of XX/XX/2019. Our loan agreement is fixed and has not changed so we would like them to respect the terms of our agreement without complaint as long as we continue to do our part. Thank you.
Company Response: Closed with explanation

Timely Response

2019-02-03

Stratford, CT

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My mortgage is currently serviced by Carrington Mortgage Services ( CMS ). CMS has advised that there is an escrow shortage of {$7200.00} due to flood insurance. CMS has claimed that the shortage stems from the billing from the insurance agent. However, my insurance agent has issued statements showing that the insurance is paid up to date and they also issued a {$3800.00} refund. CMS has refused to issued proper accounting statements, even though I have requested them via QWR, which is a violation of RESPA and HUD law. CMS is clearly distorting the escrow account, to press foreclosure action. CMS has refused to move ahead with loss mitigation efforts as well, which is a violation of CFPB law. I feel cheated and deceived by CMS and I am seeking your assistance on this matter.
Company Response: Closed with explanation

Timely Response

2019-02-02

NC

Incorrect information on your report

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

Account information incorrect
Complaint: My name is XXXX XXXX, DOB:XX/XX/XXXX, Last 4 SSN : XXXX. To whom this may concern, I went to check my credit report and I noticed that CARRINGTON MORTGAGE SERV has not been reporting properly. As shown on the attached file, it shows they haven't reported the account current sinceXX/XX/XXXX We are in XX/XX/XXXX. This is unacceptable and seeing how this is not the first time I have had to deal with this company in the past on improper reporting I don't want to play any games or play it safe. Please update my account to XX/XX/XXXX and current. It also shows that on XX/XX/XXXX they also have reported incorrectly and shows no info. I have disputed that inquiry with them before and as shown it still shows incorrectly. Please show current onXX/XX/XXXXmonth with a check mark and current. Thank you for your time and have a wonderful day.
Company Response: Closed with explanation

Timely Response

2019-02-01

MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: carrington still denying borrower formal written requests to speak on non recorded line.why should borrowers be precluded from assistance or loss mitigation options because of this request which is totally reasonable and legal and as right of borrower in massachusetts .also XXXX XXXX at carrington sent a letter in response to borroweer complaints that are inaccurate and borrower has definitive proof that XXXX XXXX claims is not orrect and trying to paint borrower in unfavorable light to hasten foreclosure,
Company Response: Closed with explanation

Timely Response

2019-01-31

Alachua, FL

Communication tactics

Debt collection: Mortgage debt

Frequent or repeated calls
Complaint: This Company ... Carrington Mortgage ... .calls repeatedly and I have NO debt, with them or anyone. they call at odd hours and leave a number to call back. I have tried and it is a fax machine with no human available. At the end of their pitch, they state that they are required by law to state that they are a debt collection agency. the # they leave is XXXX. They have called on XXXX and XXXX. They have called in XXXX on : the XXXX, the XXXX, the XXXX, XXXX, XXXX, and on the XXXX. Then again on the XXXX, XXXX, XXXX and the XXXX. They just keep calling .... I have NO debt. What a pain in the you know what!!!
Company Response: Closed with explanation

Timely Response

2019-01-30

Cheverly, MD

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/2019 I received a call from my Mortgage company ( Carrington Mortgage Services , LLC ) informing me that I was being charged late fees because they had not received my payment of {$1900.00} on the XXXX of the month, at which time I informed the representative that I was a retire XXXX employee and that there was no way that I could make my payment on the XXXX of the month because I didn't receive my check until the XXXX of the month. I also informed them that even though the check was in the bank it had to be cleared by the bank and I had no control over the time it would take for the check to clear and when the money would be sent to them, at which time I was informed that the money had to be received no later than the XXXX of the month. On XX/XX/2019 I received my XX/XX/XXXX bill statement saying that I owned {$3900.00} not the {$1900.00} due to over due payments of {$2000.00}. I have not missed any payments documentation available upon request.
Company Response: Closed with explanation

Timely Response

2019-01-30

Mesa, AZ

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-01-30

Boston, MA

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2019-01-29

Gary, IN

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-29

Kissimmee, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-27

TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Hi, I filed this complaint because I don't want carrington mortgage services llc to change the loan contract. On XX/XX/XXXX I received a letter from Carrington mortgage services, L.L.C. ( Disclosure statement annual disclosure notice to mortgagor ) copy attached.On the letter says the amount reflected below is the outstanding on the loan for prepayment, also says that amount is subject to further accounting adjustments, and I don't know what they talking about further accounting adjustment, the loan contract is very clear, copy attached, and carrington can not, should not change what the loan contract says and can NOT breach the contract .XXXX XXXX XXXX XXXX , XXXX. signed on the year XX/XX/XXXX, then XXXX transfer the loan to carrington, .The letter also include the annual disclosure for FHA/MIP cancellation notice to mortgagor.This is not the first time I file a complain against carrington , because or they try to breach the contract and change it to their own rules or try to increase the mortgage payments for not reason.If somebody ask me to recomend this company, I will say NO, this company doesn't even deserve one star. Also I'm enrolled in another program at XXXX County, that if I live 5 years in the house and no missing any payments, I got a credit, but this program doesn't have anything with carrington and I don't want them to mees with it. What I want CFPB to do? : Look and read the XXXX contract and carrington letter, and look if carrington is trying to change the loan contract or breach the contract.., also if carrington doesn't have copy of the XXXX bank contract, they can see it on the complaint.
Company Response: Closed with explanation

Timely Response

2019-01-25

Coopers, LA

Applying for a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-01-25

Arsenal, 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

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2019-01-25

Covington, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-25

Vienna, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-24

Bel Nor, MO

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-24

Brooklyn, NY

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-01-24

Marietta, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-23

Smithtown, NY

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2019-01-22

MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: carrington latest specialist XXXX XXXX stated she refuses to deal with us .we do not have a specialist.oiut concerns have not been address and now carrington refuses to enter nto loss mitigation negotiations as payback for borrower making complaints for borrower not getting information ie complaete breakdown of arrearages. this is not fair, why should borrower be precluded from assistance
Company Response: Closed with explanation

Timely Response

2019-01-22

Marietta, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response