CARRINGTON MORTGAGE SERVICES, LLC
Consumer Complaints
There are over 3157 complaints on file for CARRINGTON MORTGAGE SERVICES, LLC. Dated between 2019-11-27 and 2012-05-22.
Complaints Page 16
2019-01-20
Fred, VA
Struggling to pay mortgage
Mortgage: VA mortgage
Company Response: Closed with explanation
2019-01-18
KS
Struggling to pay mortgage
Mortgage: VA mortgage
Complaint: Spouse and I purchased a home together in XX/XX/XXXX. We made all the payments on time. In XX/XX/XXXX he became ill. We began the modification process due to his loss of work for medical issues. XXXX XXXX XXXX completely abused us during this process. We sent in every document they requested multiple times. When they would send stuff in the mail, I would fax it to them and over night it to them. I sent everything to them twice. They would ignore our calls, they would assign us to a loan consultant and then they would change it. They would ask for all the documents again, and again. We did this process for 19 months. For 19 months we tried to modify this loan while XXXX XXXX XXXX was busy dual tracking us. In XX/XX/XXXX XXXX was diagnosed with XXXX XXXX XXXX. I had to stop working to care for him. In XX/XX/XXXX XXXX XXXX XXXX told me that they could not communicate with me because the Power of Attorney ( XXXX XXXX ) told them to foreclose on the house because we were no longer interested. XXXX XXXX XXXX should know that a Power of Attorney can not speak for a surviving spouse. I hired XXXX XXXX XXXX XXXX XXXX to help me ( They are terrible too ). They promised to resolve this issue for me. {$12000.00} later, they have done nothing for me. My account is now with Carrington mortgage who also continues to abuse me. I had to pay {$20000.00} our of pocket for storm damage because Carrington will not give me the insurance money for an insurance premium that I solely paid for. The issue is here that I am the original owner of this home. I have been there since XX/XX/XXXX. He served in the XXXX and got XXXX. XXXX had an insurance rider that if he died I got the house free and clear. Now XXXX says no because the account was not in good standing when he died. It was not in good standing because they will not modify the loan. They are too busy dual tracking. I had XXXX credit score now I have XXXX. I had {$80000.00} in the bank, now I have {$20000.00}. I have spent everything I have fighting for this home that is mine. These mortgage company 's have abused me when I just watched my husband die of XXXX. I am being threatened with foreclosure when I have a XXXX year old son. So I work my XXXX off everyday for social services and to raise my child and I get this abuse from these banks and this arbitration services. I feel that I am entitled to all house free and clear, especially after all this abuse. I think these companies should be required to return all the money they have stolen from me. I am really suffering and the bank has done all of this to me.
Company Response: Closed with explanation
2019-01-18
Bear, DE
Incorrect information on your report
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-01-17
Coalinga, CA
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: My mortgage became delinquent starting XX/XX/XXXX. I applied for mortgage assistance from the servicer, Carrington Mortgage, LLC. On XX/XX/XXXX, I was informed by Carrington that a XXXX XXXX XXXX was the investor on my loan. Then, on XX/XX/XXXX, I was consequently informed that the investor of my loan was XXXX XXXX XXXX and that my request for assistance was denied due to 'investor/insurer targets ''. It is unclear as to whom exactly my " investor '' is.
Because of this, I am forced to look for legal representation to file a civil complaint against Carrington Mortgage for negligent misrepresentation.
Company Response: Closed with explanation
2019-01-17
Copper Center, AK
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-01-17
Gretna, LA
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-01-16
Moapa, NV
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Carrington Mortgage Servicrs LLC Does not let you pay your mortgage without charging you. My name is XXXX XXXX My account number is XXXX.
Company Response: Closed with explanation
2019-01-16
Chino, CA
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2019-01-15
PA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: This is regards to my current mortgage. My account was transferred from one company to current company in XX/XX/XXXX. I made my on-time payments to both the companies in XXXX. I also made on-time payments to my current company for XXXX too. Original company did not made my school tax payment in XXXX and new company made the payment and late fees for XXXX school taxes and asking to make that payment again whereas, I have already made my payments on my account. Current company keep taking from my account automatically without my approval and not willing to help to resolve the issue. My current company is also asking to increase my monthly payment as they have made the payment covering XXXX taxes. I am not in a position to make any extra payments which I am not suppose to but they continue to do so. I would appreciate if your department can help me resolve this issue.
Company Response: Closed with explanation
2019-01-15
Erial, NJ
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-01-15
Marietta, GA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-01-15
Locust Grove, GA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-01-15
Marietta, GA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-01-14
Plymouth Meeting, PA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-01-14
MA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: XXXX XXXX AT XXXX REACHED OUT OT US NOTE BELOW EMAIL INTERATION Re : XXXX Fri, XX/XX/2019 XXXX XXXX XXXX ( XXXX ) To : you ( Bcc ) + 3 more Details XXXX i called again and left message for you again today -- -- -Original Message -- -- - From : XXXX XXXX To : XXXX XXXX Cc : XXXX XXXX ; MORTGAGEASSISTANCE XXXX Sent XXXX Thu, XX/XX/2019 XXXX XXXX Subject : Re : XXXX XXXX PLEASE ADDRESS WHO IS HANDLING THIS ACCOUNT??? / WHOS WHOEVER HANDLING HAS ADEQUATLEY REVIEWED ACCOUNT HAS IN DEPTH KNOWLEDGE AND EXPERTISE TO HANDLE.
ALSO ADDRESS IN WRITING WRITTEN XXXX REQUESTS, CONCERNS IN WRITING AND REQUESTS FOR INFORMATION NOT INCLUDING BUT LIMITED COMPLAINTS AND SUCH WARRENS -- -- -Original Message -- -- - From : XXXX XXXX XXXX To : XXXX XXXX Sent : Wed, XX/XX/2019 XXXX XXXX Subject : XXXX XXXX HELLO This message is intended for XXXX XXXX. My name is XXXX XXXX and I am a Home Retention Specialist with Carrington Mortgage Services. Please call me at XXXX. I need to review the paperwork you submitted for your modification. I am here between the hours of XXXX to XXXX Pacific Standard Time. I would appreciate an opportunity to speak with as soon as possible.
Thank you XXXX XXXX Loss Mitigation Associate Carrington Mortgage Services , LLC XXXX XXXX XXXX XXXX XXXX, CA XXXX Office Hours : XXXX XXXX to XXXX XXXX ( PST ) M F Direct Line : ( XXXX ) XXXX XXXX WE HAVE TRIED TO CALL AND LEFT MESSAGES 4 TIMES SINCE HER EMAIL NO RETURN CALL.THEY ARE TRYING TO MAKE BORROWER LOOK NON COMPLIANT AND HASTEN FORECLOSURE
Company Response: Closed with explanation
2019-01-11
Bronx, NY
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-01-11
Atlanta, GA
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: Hello, on XX/XX/XXXX I contacted Carrington Mortgage to refi my house, during the refi process it came to light that XXXX XXXX XXXX had put a note for {$45000.00} in the back of my loan when I did a modification with them in XXXX. My mortgage balance prior to the refi was {$150000.00}. The loan officer told me that I needed to add the {$45000.00} Note ( from XXXX ) back to the loan, or else it would cause me problems in the future and I will never be able to do a refi or sell my house. I felt pressure in doing so, this made my mortgage payment go up from {$1000.00} to {$1200.00}, which is a large increase for me. Now XXXX county has increase my taxes and my escrow is short {$1900.00}, my mortgage payment is now {$1500.00} this is a {$510.00} increase! I am very concern that I will no longer be able to afford my home. I feel like I was pressured in this refi, and very angry about it.
Company Response: Closed with explanation
2019-01-10
Palos Park, IL
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I closed on my home XX/XX/2018 with a mortgage payment of {$1700.00}, 2 months later I received a notification that my payment would be increasing to {$2400.00} due to the lender making an error on estimating my taxes in which they only calculated half of my tax bill instead of the full year. With that being said, I am now required to make up for their error and am being strong armed/required to make a large payment, which I can not afford. I have XXXX children and my husband is a XXXX veteran therefore we purchased this home expecting a mortgage payment we could afford. I have tried to contact the loan officer and he refuses to call me back and when I call customer service they will not alllw me to escalate the matter to a higher level of management. I am fearful that I will lose my home due to their error and I should not be penalized for such a error.
Company Response: Closed with explanation
2019-01-10
MA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: received and email that we will provide below of our response .borrower called and lm for XXXX.another carrington rep called today thats the 3rd different one in one week.the represnative had no real background of the account and was deficient in all written requests made recently and complaints to carrington borrower has not received information on.carrington is trying to hasten the foreclosure by glossing over important legal requests .this is becoming a comedy of errors, carrington needs to appoint one single point of contact.we also have requested non recorded lines which we have been denied, we also seek breakdown of arrearages, that borrower has not received.we have tried to be engaging and work this out amicanly and they seem just to go through the motions and window dressing .below is a sample of 2 email exchanges with this disingenious carrington outfit : To : you ( Bcc ) + 2 more Details FYI BELOW -- -- -Original Message -- -- - From : XXXX XXXX To : XXXX XXXX Sent : Wed, XX/XX/XXXX XXXX XXXX Subject : Re : XXXX XXXX Ms XXXX, I never submitted any modification paperwork as of yet. I did send in a XX/XX/XXXX letter on a payment proposal which carrington does not respond. It seems Carrington has taken position we have incomplete package on file =THIS IS NOT THE CASE.. FROM WHAT BORROWER RECENTLY LEARNED, in response to my XX/XX/XXXX letter .Carrington unilterally opened up a modification queue and stated incomplete documents without ever notifying borrowers. NOT APPROPRIATE PAINTING BORROWER AS NON COMPLIANT.
Carrington is trying to make the CASE borrower is not cooperating when this is not the case. BORROWER HAS CORRESPONDENCE, PHONE LOGS AND EMAILS AND OTHER PROOF THAT RUN TO THE CONTRARY. every rep seems not to know whats going on.Carrington is distoting the accurate truthful plethura of past events to haten forecloure and facilitate counteraction in form of 93aand injuntive relief and damages.
Also Carrington hired and agent, XXXX XXXX in Massachusetts to taped a note to my property stating confidential but the correspondence had no envelope and the other copy was in the street with my account number and personal information all over it stating Carrington is trying to reach us even though my spouse has been in weekly correspondence all XXXX and XXXX and no represenative stated hold on someone needs to speak with you.i filed a complaint with attorney general office and police department complaint was lodged.Also my spouse who happens to be on title and mortgage and authorized third party has repeatedly asked for non recorded line to speak on for months Also for months after being Carrington was notified by certified mail, email, and phone Carrington disregarded change of address .Also XXXX XXXX Carrington reps decepivness in his dealings back in XXXX and we were given wrong and misleading informationby him. .Those calls were not prefaced as being recorded NOr was any PERMISABLE PERMISSION WAS EVER GIVEN NO WAS THEIR A PHONE DISCLAIMER THEY WERe.carrington can not record us without permissable permission or a disclaimer, Also your reps after verifying socials account number and passwords to vet account was denied information to borrower because my souse failed to answer ridiculous questions about if we are together.seriously? Carrington can not witholfd information on a question like that.numerous letter that create a Carrington as sneaky and disingenious.
in closing there seems to be a disingenious, scripted effort and try to distort the ACCURATE PLETHURA OF THE TRUTHFUL EVENTS AND try to portray borrower as non compliantOR IN A BAD LIGHT so Carrington can hasten foreclosure.A perfect example of this is back in XXXX Carrington thought they could threaten foreclosure without updating the Right to Cure as prescribed by law.
A modification packet was requested as per your rep advise just on XX/XX/XXXX. Also we see have not received any voicemails from carrington .to the best of my knowledge no one has called from carrington.please stop playing ganes and deal honestly and fairly or we will go into a injumctive relief hearing to thwart any attempt at hostile transfer.Borrower has kept meticulous records of the borderline or possibly 93A unfair business practices which we welcome a judge to decide on.Borrower and borrower rep seeks amicable negotiations and resolution.Borrowers have also filed complaints with CFPB and some are still unanswered In closing, if past performance is indicative of future behavior by Carrington we dont have faith in a process that seems BE BENT IN FAILURE FOR BORROWER.Carrington SEEMs NOT TO HAVE THE CORRECT INFORMATION AND HAVE MADE BORROWER LOOK NEGLIGENT WHEN THE FACTS PURPORT OTHERWISE.
-- -- -Original Message -- -- - From : XXXX XXXX XXXX To : XXXX XXXX Sent : Wed, XX/XX/XXXX XXXX XXXX Subject : XXXX XXXX HELLO This message is intended for XXXX XXXX. My name is XXXX XXXX and I am a Home Retention Specialist with Carrington Mortgage Services. Please call me at XXXX. I need to review the paperwork you submitted for your modification. I am here between the hours of XXXX to XXXX Pacific Standard Time. I would appreciate an opportunity to speak with as soon as possible.
Thank you 2nd email : To XXXX XXXX Cc mortgageassistance XXXX received a call today that was severley lacking in the facts.we could not even begin discusions into any type of modification nfor he stated he did not have our XX/XX/XXXX letter.
why is there not 1 single point of contact?
Why are people calling who are refuting receiving documentation sent in by verifiable sources that we can proove was received?
Why has no one reviewed rhgis account in depth?
why have not we received a breakdown in detail of arrearages to date?
why does carrington seem intent to just go through the motions and refuse to answer are bona fide legal requests for information?
you sent and email, we called you back today, stop involving others .we already been told we have more than a case under 93 A are you ther single point of contact arrington comes to foreclose under these circumstances borrower taking this to injunctive hearing, carrington we can proove has purported numerous violations regarding this account.
please call so amicable negotiations can continue.tired of reps stating we have incomplete packages when we dont, it has only been 3 days since we received modification package.
also answer to all ou written r requests Reply
Company Response: Closed with explanation
2019-01-09
Austin, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: XX/XX/2019 XXXX in the XXXX, I called my mortgage company, Carrington Mortgage and made an escrow information request which was denied.
I spoke to XXXX who denied the request and then to her boss, XXXX, who also denied it. Saying there was a " moratorium '' on escrow amount requests.
Company Response: Closed with explanation
2019-01-09
PA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Our mortgage was sold by XXXX XXXX XXXX to Carrington Mortgage Services this past fall. The mortgage payment has been {$630.00} monthly.
On XX/XX/XXXX Carrington informed us that they would be raising our monthly mortgage payment to {$700.00}, an increase of {$70.00} per month. None of our taxes or insurance have increased, but they are now requiring us to have an excess of {$720.00} in our escrow account.
Our taxes & insurance payments are XXXX.
XXXX = XXXX and XXXX = {$49.00}.
According to your representative that I spoke with, the above are the limits to which the mortgage company can require for additional escrow. Because I am retired and my husband on XXXX, the {$70.00} extra would be a hardship for us.
I have spoken to several of the Carrington customer service reps, but they all say that the figures are correct and that is what we must pay, anything less would not be accepted toward our mortgage payment. They also told me {$720.00} must remain in our escrow account, and we would only get back anything above this amount at the end of the year.
At present, we owe payments for XXXX and XXXX, and we are hoping to resolve this issue. I will be making one payment on XX/XX/XXXX when I receive my social security check.
Company Response: Closed with explanation
2019-01-08
PA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: To whom this may concern My loan was recently sold and transferred to Carrington Mortgage services. Before that it was owned by XXXX XXXX XXXX since XX/XX/2008.
My last payment I made to XXXX XXXX XXXX was XX/XX/XXXX, after that my payment was made to Carrington.
During this short time Carrington has not sent me any requested literature on their company or a breakdown of my mortgage balance as requested.
When first making my payments I was told the loan was to new to pay online avoiding the XXXX service fee I had to pay on the phone On XX/XX/XXXX I called to make a monthly payment over the phone with a associate. I authorized a one time payment of XXXX to be debited from my account. On XX/XX/XXXX that payment was paid and posted to my account. The transaction my posted on my online banking. XXXX XXXX also confirmed this was accurate During the same month of XX/XX/XXXX on XX/XX/XXXX and XX/XX/XXXX Carrington Mortgage made two unauthorized attempts to debit my account. XXXX XXXX confirms this For XXXX.
I called carrington mortgage on XX/XX/XXXX to express my concern about the unauthorized debits to my account in XXXX. Right after I verified my information the representative told me my loan was delinquent. Asking me my intentions for my home. And I did not pay my monthly payment in XXXX. I told him my payment was made on XX/XX/XXXX The representative told me my payment came back insufficient funds and I need to pay a payment now but only by XXXX XXXX or XXXX XXXX since my account is flagged I told him a payment was made on XX/XX/XXXX and my banking intuition confirmed that.
He told me I can make a complaint to the resolution department about my missing payment. Which he did. But then aggressively keep taking to me about making a payment even know I told him a payment was just made. Even suggested until " find the money '' He told me he could take 30-60 days to resolve and payments still need to be made. And if it's not resolved my XX/XX/XXXX but XX/XX/XXXX I would need to make 2 payments by XXXX XXXX and that 2 payments is all they would accept. He offered me ZER0 explanation for why my account was debited to addition times unauthorized in XXXX He was rude and unsympathetic and the mistakes in my account and my lost payment. I got off the phone feeling extremely concerned with my mortgage with carrington.
After that I faxed in the paperwork requested to the number they provided me for the resolution department for my XXXX missing payment. I faxed the information five different times.
Over the next couple days and weeks I call daily sometimes twice a day. And nobody could even confirm they received my paperwork. I asked to speak to the resolution directly but carrington told me they do not take incoming calls So now I'm stuck waiting with no resolution And no concern to get this situation fixed. I can't email them. Because carrington does not email. You can not talk to anyone directly. They will not call you even when you request a call about your account.
My last attempt was to call them on a three way call with XXXX XXXX. After speaking to XXXX XXXX they offered to help me by giving carrington the transaction and speaking to them but once they were on carrington refused.
At this point I feel carrington is pushing me to be delinquent and putting me in a situation to loose my home. They offer my zero help to get this resolved when all I want is to pay my mortgage on a monthly basis.
The whole month I felt physically ill and stressed out just waiting. I made to feel every time I speak to them that I could lose my home. I refuse to pay them by XXXX XXXX considering they lost a ach payment. And I'm having no luck getting that cleared up. I really need help because I am simply at a breaking point XXXX XXXX
Company Response: Closed with explanation
2019-01-07
Center Moreland, PA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-01-07
MA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: today my spouse who has authorization to speak on my account has been requesting to speak on a non recorded line which is our right in massachusetts today called in again and request was made and said they would get back to us.THIS IS THE SAME LINE MONTHS AGO CARRINGTON GAVE MY HUSBAND.WHY IA NOT BORROWER OR BORROWER REP BEING AFFORDED THAT RIGHT.CARRINGTON BY NOT ALLOWING TO SPEAK ON NON RECOEDED LINE IS MAKING IT LOOKLIKE WE ARE NOT IN COMMUNIQUE WHICH WE ARE.ALSO IT SEEMS THERE ARE MISSED CALLS BY CARRINGTON AND THEY ARE NOT LEAVING MESSAGES SO WE DONT KNOW WHO TO SPEAK WITH, THEY SEEM INTENT TO FORECLOSE AND HAVE TRIED LOOKS LIKE THEY ARE TRYING TO PAINT BORROWER IN A NON COOPERATIVE LIGHT. ALSO A XX/XX/2018 LETTER WAS CONFIRMED RECEIVED IN REGARDS TO A PAYMENT PROPOSAL BUT NO RESPONSE
Company Response: Closed with explanation
2019-01-05
Oxford, GA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: My home loan was transferred from XXXX XXXX XXXX to Carrington mortgage at the XX/XX/XXXX/XX/XX/XXXX. We were told we had a grace period to start paying on the loan with the new company. But thought better and made our payments on time. Never missing a payment. But Carrington started sending us threating statements about us being behind. They never got back with us when we sent in information that we were current on our mortgage. I went from having EXCELLENT credit to fair credit in months and it's not changing. Our mortgage gets paid every month on time. But when I just checked my credit report Carrington has us behind 30-59 days for the last 7 months!! We need help dealing with this company. I take pride in paying all our bills on time.
Company Response: Closed with explanation