CARRINGTON MORTGAGE SERVICES, LLC

2018-12-01

Quartzsite, AZ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I am on Social Security XXXX and have been trying to modify my home loan to make the payment more affordable. Carrington Mortgage has been dragging their feet, losing documents I send them, and trying to stall the modification process as long as they can. I have sent Carrington Mortgage ALL the information they requested and I am currently working with them to get the loan modified, but they just sent me a Notice of Trustees Sale! I have no other place to go and Im XXXX! I dont want to live in the street! Please help
Company Response: Closed with explanation

Timely Response

2018-11-30

Philadelphia, PA

Closing on a mortgage

Mortgage: VA mortgage

Complaint: In XX/XX/XXXX VA made a contract with a veteran for a loan. The loan is made in VA 's and veteran 's names. According to the contract, Special Warranty Deed is to be issued upon full repayment of the loan in veteran 's name only. The loan was paid off in XX/XX/XXXX but the last servicer of the loan Carrington Mortgage Services has been unable to produce Special Warranty Deed because Property Transfer Tax is required by the county to record a deed. Property Transfer Tax was never filed when VA transfered the deed to XXXX XXXX XXXX ( XXXX XXXX XXXX ) in XX/XX/XXXX. XXXX XXXX XXXX was the servicer of the loan before Carrington.
Company Response: Closed with explanation

Timely Response

2018-11-29

Douglassville, PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-28

Saint Louisville, OH

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2018-11-28

Bellevue, TX

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: My name is XXXX XXXX XXXX, I live at XXXX XXXX XXXX XXXX in XXXX Texas, XXXX. Your company recently purchased my loan from XXXX ( Loan number XXXX ). I just got my first statement from you and there are a couple issues with it. So I called to get it straightened out with no success. So you are getting this email. I called at XXXX central time and spoke with a woman named XXXX I believe. I explained that my loan was an Equity line of credit and not a full loan and my statement had an Escrow payment. We pay the taxes our self on the house every year and pay the insurance ourselves monthly so there is nothing about our loan that qualifies as an Escrow item. The Escrow balance is - {$170.00}. I was told there was not answer for what this was and I just had to pay it. This is unacceptable Illegal and I will not stand for it. Secondly there is a {$31.00} fee on my statement, when I asked about this fee, I was told its a property inspection fee. No inspection has been done. Now one from your company or no one saying they represent you have come onto my property to ask to inspect the property. If this inspection was down I DEMAND to see it and the photographs that were taken. I want to know who gave them permission to access to my property. If no inspection has taken place then why am I being charged? If an inspection took place without my knowledge or consent that is trespassing and in Texas is not a very smart thing to do.
Company Response: Closed with explanation

Timely Response

2018-11-28

Oxford, GA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: XX/XX/XXXX I applied for the mortgage modification through the Home Affordable Modification Program. I have been paying my mortgage the entire time. I have not been in arrears. I received paperwork telling me of the possibility of my home going into foreclosure. I called the mortgage company. They informed me that my loan had matured and that I had a balloon payment which was the entire amount that I still owe on my home which is {$13000.00}. I paid my mortgage in XX/XX/XXXX in the amount of XXXX, they received the payment on XX/XX/XXXX. They have not applied it to my mortgage. I called to ask why the payment had not been applied, I was told that they were not accepting my payments because of this balloon payment. I have spoken to several different people at Carrington Mortgage Company and received different answers from everyone. I spoke to one individual whose name was XXXX and he told me that my loan had not matured, it did not mature until XX/XX/XXXX. There can not be two maturity dates on a loan. I was told that I needed to refinance my loan, I spoke to a loan officer. She told me I could not just refinance the amount I owed that I had to refinance for {$50000.00}, as this was the rate for the state of Georgia. When I asked if there was a penalty for early repayment she told me no. I said I would do the refinance and send back the amount over the actual loan amount. She said there would be no problem. She called me back in 30 minutes and told me that Carrington would not refinance my loan because I was late on my payment over 30 days. I have gone to my personal bank to barrow the amount needed to pay off the loan as a home equity loan. I found out today that they refused the application because of the debt ratio. They included the amount that I owe and the amount again so it makes my debt to credit ratio look poor. I called Carrington back today to see if there was someone who would help me. A gentleman named XXXX, had me on hold for 32 minutes and then came back to tell me how to ask for loan modification assistance. He told me where to find all of the paperwork to download, fill out and return to Carrington. This was they only way I could go. I asked about the payment being posted, again it was refused. I called Carrington again, this time I called the number for the loan modification department. I spoke to a gentleman named XXXX. He did not put me on hold, he researched everything while we were talking, he saw the two different loan maturity dates, he said this is a discrepancy. He could not find the paperwork for the loan modification. It appeared not to have been uploaded. He said there could be human error here when the information was input into the system. He did advise me to contact the customer service department. I was to request a copy of the loan modification document from XXXX, ask them to explain to me the maturity dates, the balloon payment amount, and when it was due. He told me that you could not have two different maturity dates on a loan, if there was a balloon payment it would be at the end of the loan which is XX/XX/XXXX. He spoke to a friend of his in the loan collection department. This gentleman said you can not have two different loan maturity dates, and a balloon payment would only occur at the end of the loan. He said I should call HUD directly, they would be able to get my paperwork faster than customer service at Carrington. I asked if Carrington would take measures to clean up the mess they have made of my credit. He told me that I would have to contact customer service with the this question. I need your help.
Company Response: Closed with explanation

Timely Response

2018-11-27

Clinton, IA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-23

Jamaica, NY

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-11-21

MA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-20

Sarasota, FL

Incorrect information on your report

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

Account status incorrect
Complaint: My loan account service was transferred from XXXX XXXX XXXX to Carrington Mortgage. They are showing there is some late fees that were transferred. I disputed the accuracy but the company refuses to send information to prove the accuracy of fees. Carrington also is reporting the fees as if they are a late payment. The account is current but they are unwilling to change the way it is reported. I have tried to get them to correct the way they are reporting but they say it is all accurate.
Company Response: Closed with explanation

Timely Response

2018-11-20

Cedar Hill, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-11-16

Logan, KS

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-11-16

Occoquan, VA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Carrington Mortgage has refused to assist us during loan modification process. I made two trial payments and was late on the last one due to XXXX. They refused to work with me to extend last payment, they also have not credited both payments made to the account nor have they returned the payments to me after refusing to extend and instead cancelling modification. They have not returned numerous calls myself and HUD counselors have made to move foreclosure date and allow to continue doing loan modification. They have refused to escalate the file to loss mitigation and process the current loan modification file stating it was within 37 days of foreclosure. The paperwork sent to us clearly stated the date of XX/XX/XXXX as deadline to receive RMA and it was sent XX/XX/XXXX. They are purposely delaying and not replying or notifying us of status of modification application despite continous attempts on our side to be able to keep our home. I have included second RMA submitted to them on XX/XX/2018 that they refuse to review and closed without contacting us if anything was missing or needed to be added for consideration. We keep getting different answers about the status of the RMA. I am XXXX XXXX veteran, XX/XX/XXXX XXXXXXXX XXXX/XXXX, and XXXX XXXX XXXX XXXX on extended medical leave due to health issues and XXXX for myself and my father. I am a XXXX for my elderly father who in the last year had XXXX XXXX XXXX XXXX XXXXXXXX, XXXX XXXX XXXX and has XXXX XXXX XXXX XXXX requiring continuous medical care.
Company Response: Closed with explanation

Timely Response

2018-11-16

Cliffwood Bch, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-15

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-11-15

Beaumont, TX

Incorrect information on your report

Mortgage: FHA mortgage

Complaint: Re:XXXX Dear Sirs, My loan was approved for an FHA-HAMP modification on XX/XX/XXXX. I was scheduled to make my first trial payment on or about XX/XX/XXXX. That was made successfully for the full amount of {$1100.00} and cleared on XX/XX/XXXX with documentation to verify. I also verified that payment was received and applied properly by CMS per terms on XX/XX/XXXX by XXXX, Employee ID XXXX. The SERIOUS CONCERN I have is today ( XX/XX/XXXX ) that I was alerted CMS has reported inaccurately that " Forclosure Initiated '' in all of my credit reports. This is in violation of FHA Single Family Policy Handbook XXXX and The XXXX Fair Credit Reporting Act. Regards, XXXX XXXX Loan No. XXXX
Company Response: Closed with explanation

Timely Response

2018-11-15

Mount Vernon, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-14

Oak Grove, MO

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-11-14

MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: MY NAME IS XXXX XXXX I AM ON TITLE AND MORTGAGE BUT NOT ON NOTE BUT RECEIVED A RIGHT TO CURE NOTICE WITH MY NAME AND BORROWER XXXX XXXX XXXX ON XXXX XXXX XXXX XXXX MA XXXX carringtomn mortgage in violation of MGL 244 35 .right to cure received was only 90 day should gave been 150 day.carrington mortgage did not fullfill all guidlines ounder mgl 244
Company Response: Closed with explanation

Timely Response

2018-11-13

Seattle, WA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: In XXXX I applied for a mortgage loan with XXXX XXXX. My husband at the time and I were approved. Once we found a house, it was stated that he could not be included on the loan and that I had to take on the loan on my own but now with a 2nd mortgage. We agreed. We separated not too long after moving in XX/XX/XXXX. We had a roommate who I then decided to add to the mortgage so that I could afford to pay for the loan being that I was facing a divorce and reduced income. In XXXX, I refinanced the loan to include my roommate and that got rid of the 2nd mortgage. In XXXX, I filed for bankruptcy and moved out of the home. My roommate remained at the house with my room for rent. Late XX/XX/XXXX, the roommate decided to move out since he just started a family and did not want to maintain or stay at the house. Being that I filed for bankruptcy, he most likely thought the house would foreclose and that would be the end of it. In XXXX, I also was remarried and moved on with my life. We received no communication from the bank which was XXXX XXXX XXXX at that time regarding any foreclosure proceedings, etc. In XXXX, I again unfortunately was facing yet another divorce. At that time, I decided to see if the house was still available for me to move back into and possibly start the loan modification process. I reached out to XXXX XXXX XXXX to begin the loan modification. From XXXX - XXXX, absolutely no communication was sent to me regarding pre-forclosure, forclosure proceedings or loan modification options. From XXXX when I moved back into the house until XXXX, I have applied for numerous loan modifications from XXXX XXXX XXXX and now Carrington Mortgage. In the beginning stages, the process was long and laborious. I followed up weekly and submitted all necessary documents that they required. I have tons of documents/faxes that have been transmitted to XXXX XXXX XXXX and Carrington. I hired a company who dealt with loan modification to ultimately get me an answer/decision. During the process, the issue of the homes title was in question and was somehow causing a delay. The former roommate who's name was on the loan did not want anything to do with the loan modification so I was instructed to obtain a quit claim deed. Simple enough if the county in which the title was recorded actually had him listed on the title. I could not move forward at that point with obtaining the quit claim deed. The county insisted that his name was not on the title however the bank was disputing this. I have email confirmations from the title company that my name is the only name listed on the title. XXXX XXXX XXXX and Carrington did not know how to proceed with this causing a delay in processing the loan modification with just me listed as the " borrower ''. XXXX - There were several back and forth communications between myself and the banks. Finally, a resolution. A decision was made and I was approved for a loan modification WITHOUT the roommate/co-borrower who was originally on the loan despite the bank NOT receiving a quit claim deed. Good news? Well for the approval yes, but the terms, no. The amount of the mortgage had only been reduced by {$30.00} or so dollars. How is this helpful to me when I had a decrease in income? Not to mention the length of time the account was in arrears was due to what? The bank not foreclosing or starting the foreclosing process when they should have. The terms were not favorable since the bank did not take action in a timely manner and I was being penalized for it. Granted, I own the responsibility in filing bankruptcy and leaving the home. That was the error on my part. I accepted the trial offer and made the required trial payments on time. However, after reading the final documents and speaking with a representative, it was relayed to me that I could re-apply for the loan mod process again in hopes for a reduced mortgage payment. XXXX - I applied. Submitted what I needed to. Then decided to shortsale the house. The process was long but I was following through with what I was instructed to do by my realtor and the bank. The bank ( Carrington Mortgage ) kept calling me about my ability to re-apply again and stating that I did not have to sell my home. So I applied again. XX/XX/XXXX-XX/XX/XXXX - Another application process. Submitted what I needed to. This time they required the co-borrowers information. I told the bank that the co-borrower did not want to participate and was not/has not lived, maintained or paid bills on the home since he left in XXXX. I was able to proceed without providing his financial information. I was yet approved but now the mortgage increased by about {$500.00} understandable with the years of arrears but again, the years in arrears had to do with the bank not initially taking action from XX/XX/XXXX-XX/XX/XXXX. Time came to sign the trial payment agreement. This time they REQUIRED the co-borrowers signature. He was reluctant to sign since he would be responsible for a loan/house he was not living in and had nothing to do with since he left the home in XXXX. I asked the bank if they would remove his name and just take into consideration my domestic partner who they " approved '' and considered income from when determining eligibility. They said they couldn't help and that all 3 names, my name, my domestic partners name and co-borrower all had to sign. This posed a problem. I would be paying a mortgage on my own and the co-borrower would have rights to the house he was not living in, had no interest in and was not paying for. It was not a good situation to put myself in yet again. IF the bank would have considered removing his name and just having myself and my domestic partner listed as borrowers, we would have done the trial payment in hopes of remaining in the home. I then decided to look at my short sale options. Went through that process again with a new realtor. Listed the house and found a buyer in less than XXXX weeks! The buyer offered $ XXXX. HUD would not budge. Stating the amount of time in arrears was more than the amount of time allowed for a short sale. They would not take into consideration that most of those years were due to the fact that the bank failed to take action in a timely manner! I am seeking assistance in hopes to have HUD approve the short sale and look into why the bank, XXXX XXXX XXXX and Carrington Mortgage did not start the foreclosure process in XXXX when the mortgage was originally defaulted. I feel that they have been discriminatory in my situation and have not done their due diligence in investigating this particular case. Instead of running the file through a computer system for checkpoints, someone needs to review the entire history of this file and understand that the loan was most likely a predatory loan from XXXX and that they did not act in a timely manner regarding the default of payments, etc. I have tons of documents and scanning and uploading them would be laborious. I am willing to provide those documents and all communications with all parties involved if needed. Thank you.
Company Response: Closed with explanation

Timely Response

2018-11-12

Chester, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX XXXX ( ( Account # XXXX ) sold by mortgage to Carrington Mortgage Services ( Account # XXXX ) with a transfer date of XX/XX/2018. Since my payment was due on XX/XX/XXXX, and XXXX XXXX XXXX sent me my bill for my XXXX mortgage payment, I paid XXXX XXXX XXXX. I then set up online banking to pay Carrington Mortgage for XX/XX/XXXX. I was notified by Carrington that they had received my mortgage payment for XXXX and it was past due. I told them I paid XXXX XXXX XXXX since they sent me a bill for XXXX and that the transfer date was later than my payment due date. They said that XXXX XXXX XXXX would transfer the money to them. Since XXXX, Carrington Mortgage has threaten to report my late payment to credit reporting agencies and they have sent letters attempting to collect my missing payment. I have spoke with Carrington no less than seven times, sent them my XXXX XXXX bank statements showing where XXXX XXXX XXXX was paid on XX/XX/XXXX as instructed. I called XXXX XXXX XXXX and got the transaction ID # XXXX for the transfer of monies to Carrington Mortage which included my mortgage payment of XXXX dollars. They still deny receiving of finding my XXXX payment and have thier collection department now calling me.
Company Response: Closed with explanation

Timely Response

2018-11-09

AL

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: Veteran trying to modify loan, started XX/XX/XXXX, was using XXXX XXXX XXXX benefits but amount is more since goes to school but bank wants EXACT! Have explained and fax and explained and email and still dont listen. Took of school va benefits and used XXXX job pay stubs on XX/XX/XXXX changed the RMA form and faxed and emailed, always an excuse that cant read so emailed. On phone today XX/XX/XXXX for an hour, talk to rep at loss mitigation, then asked for supervisor was rude, so asked for someone higher, explained same information, was rude also, asked for someone higher left me on hold, re emailed again since keep saying fax no good! As a veteran, just trying to save home, this is the worst bank and is harrasment! So will keep complaining till someone will handle this account, veterans have resources but if bank can not read and rude reps something needs to happen!
Company Response: Closed with explanation

Timely Response

2018-11-09

Marina Del Rey, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-09

Marina Del Rey, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-09

Gretna, LA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have a huge concern and I believe your agency can help me. I have lived in the state of Louisiana for 17 years and I have owned a home in XXXX, LA for 10 years. I am a proud community member who is invested in living my life there. My concern is that I am in danger of losing my home. Carrington Mortgage is the servicer of an FHA loan and they are trying to take my home without giving me a chance to make things right. I am a skilled pipe fitter and have been doing this for 10 years. I work hard and make good money but in early XX/XX/2017 my work hours were significantly reduced. I have had a difficult time ever since. I had to use up my savings to hang on, scrimping where I can but I unfortunately couldnt stretch any farther and I missed my first mortgage payment that XX/XX/XXXX. It was humiliating. I have been trying to get help ever since. I contacted Carrington Mortgage for assistance but was given the run around. I called and called but with no particular person to help me it feels like a never ending task. I sit on hold for long periods of time before I am told I have the wrong person and have to hold again. One person tells me one thing, then another says thats not right. What else am I supposed to do? I imagine my applications sitting on someones desk for weeks without being touched. Do other people have to go through this if they need help? Whatever happened to customer service? I have applied for a modification now many times and each time I was denied and the process would start all over again. Plus I am never told why I am being denied. So frustrating! I cant seem to get a break. Then I was told I qualified for a repayment plan but, after going through the agonizing process of applying for that I was denied for that, too. Who can help me? I have asked to speak with supervisors, managers and anyone with some authority but I get nowhere. I am getting desperate. I really hope you can help me. I am making good money now and I am finally starting to get back on my feet. My sister is now living with me and is helping out with the finances. She is also a hard worker and is committed to helping me keep my house. Together we have a comfortable life and would be devastated to have to move. I know I can make good on this loan if I can just get another chance and have some help in dealing with Carrington mortgage. I am sure there must be laws that protect and help someone like me. I am willing to apply for whatever program would get me started again and follow through with this if there really is hope that I can get the help I need.
Company Response: Closed with explanation

Timely Response