CARRINGTON MORTGAGE SERVICES, LLC

2018-11-08

Syringa, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-08

Carver, MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-08

Abbeville, LA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-08

Fall River, MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-07

Bigmount, PA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-11-07

Albany, OR

Closing on a mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-11-06

Orion Twp, MI

Incorrect information on your report

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-06

Old Round Rock, TX

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-11-06

Westfield Ctr, OH

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage was sold to Carrington. Prior to the selling I made my monthly payment online and timely. Now Carrington has added fees to pay online so my only option is to go back to the 1990 's and mail them a check monthly. This past month, I mailed my check on XX/XX/XXXX, on XX/XX/XXXX I started getting phone calls and messages from Carrington about credit counseling. Monday XX/XX/XXXX I checked my bank account and I saw that carrington had cashed the check electronically. ( if I do that there is a fee ) The money was out of my account, so this reminded me to call them. When I called them I was told they are a debt collector, they told me my payment was late! I told them they have there money and I have till the XXXX of the month. I was then told my payment was going to go up as a result. I was informed over the phone that my new payment was {$810.00} instead of {$790.00}. I was told they are a debt collector and they now need 2 months escrow instead of the 1 month XXXX had in the loan origination agreement. In short, Carrington is not XXXX, they do not do anything to reduce paper use without charging the customer, They took / bought mortgages and are not complying with the original agreement.
Company Response: Closed with explanation

Timely Response

2018-11-02

Patterson, MD

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX, I received a letter from my Mortgage company XXXX XXXX XXXX stating that on XX/XX/XXXX my mortgage will transfer to XXXX XXXX. Prior to the change, it was time for my yearly mortgage analysis and my new payment will start on XX/XX/XXXX to XXXX XXXX. I received a letter from XXXX XXXX on Saturday stating that they did another analysis on my mortgage and they discovered that I have an escrow shortage of {$730.00} already with only making two payments ( the last old payment of {$1000.00} for XXXX and one new payment of {$1000.00} for XXXX ) to XXXX XXXX and my new mortgage payment will increase to {$1000.00} beginning XX/XX/XXXX. Upon receiving XXXX XXXX XXXX analysis, they give you two payment options to choose from if there's a shortage. Comparing the current amounts of my taxes, homeowners insurance, and my MIP to my new amounts, my home taxes raised {$8.00} per month ; insurance lowered {$13.00} per month and my MIP lowered {$1.00} per month. This is where I'm having a difficult time understanding why and how if certain items have lowered, why an I short {$5.00} per month. They tell me those are projected amounts ( the amount that could be but its really not as of the present time ). If im already paying a projected amount, why do I have to pay for a " cushion ' as well? It's the same exact thing but worded differently. Not only are they charging me extra money but the form XXXX sent me had incorrect information on there. This needs immediate attention and a new form sent to me with all corrections XXXX. Under the section of the analysis where it states the payment breakdown as of XX/XX/XXXX, XXXX and I both told XXXX ( ID # XXXX ) that the amount and the date were incorrect. {$1000.00} is my new amount as of XX/XX/XXXX. In XXXX, my mortgage was {$1000.00}. XXXX ( XXXX ) proceeded to inform us that they can not change any information on the legal documents and I have to keep the incorrect one. Is there some type of protection for consumers for these types of situations? When I received that letter, I immediately contacted HUD and they directed me to find the number to XXXX where I was assigned to XXXX XXXX. We did all that we could to get them to resolve these problems and there was nothing XXXX ( XXXX ) could do for us. I am writing to ask if there's someone that could assist me concerning this matter? I do not have much time to get this resolved being that my new mortgage starts XX/XX/XXXX. Thank you for your speedy response.
Company Response: Closed with explanation

Timely Response

2018-11-01

Royse City, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-01

Bawcomville, LA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-11-01

E Setauket, NY

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-11-01

Clayton, MO

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: On XX/XX/2018 XXXX XXXX representing Carrington Mortgage Services LLC placed an unauthorized hard credit inquiry via XXXX when attempting to sell me one of their products. During the phone conversation she made a request to check the last 12 months payment history with XXXX XXXX XXXX as they recently had purchased my FHA loan from XXXX XXXX XXXX. She guaranteed that this was to check the history from XXXX XXXX XXXX and not a credit inquiry. Immediately after she had run my unauthorized credit pull, I received notification from my credit monitoring software and I contacted her via email ( attached ). I was told that she did not believe that it was a hard inquiry. I proceeded to pull my XXXX, XXXX, and XXXX reports displaying the unauthorized hard inquiry on XX/XX/2018. I made the request to have the unauthorized credit inquiry removed from my credit report. XXXX responded that she could not and that I may dispute this with my credit bureaus and stopped communication. I proceeded to contact her listed manager XXXX XXXX, receiving no reply as well.
Company Response: Closed with explanation

Timely Response

2018-11-01

Ft Belvoir, VA

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: We have submitted several mortgage re-modification forms to Carrington Mortgage through XXXX - XXXX XXXX XXXX XXXX XXXX ( a non-profit organization ). I followed everything XXXX advised us to do for this process. We had two RMA forms submitted since XX/XX/2018. Then we get a notice for foreclosure sale date. I do not know why the first application was denied. They claim the second application was in-complete.
Company Response: Closed with explanation

Timely Response

2018-11-01

Tarzana, CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: Hi! I have a mortgage with Carrington Mortgage on XX/XX/2018 I set up automatic payment arrangements to catch my mortgage up, because I missed my XX/XX/XXXX Payment due to being off work for a medical emergency without pay. These payments were scheduled to come out automatically on XX/XX/XXXX, XX/XX/XXXX and then I would have to call in for the XXXX payment. The payments came out as suppose to for XX/XX/XXXX, however the XX/XX/XXXX payment did not come out on XX/XX/XXXX so on XX/XX/XXXX when I realized it didn't come out I went into the payment portal and made the payment online myself. Well on XX/XX/XXXX, Carrington tried to process that payment as well as the one originally scheduled which caused my bank account to go into overdraft for one of the payments and it was returned. The payment that was automatically scheduled was paid with funds in my wells fargo account that day. That amount was XXXX. I found out in XX/XX/XXXX, that Carrington is now saying they received no payment in XX/XX/XXXX, and that it was returned. This is not the case. Only the payment that I tried to make when the original payment they were suppose to pull didn't come out on time. The payment that Carrington automatically deducted did come out and I have a bank statement showing that deduction. I have contacted Carrington numerous times about this payment and have told them and explained what happened, and I was given a fax number for their research and investigation department. I sent them a letter explaining what happened and a copy of my XX/XX/XXXX bank ledger directly from the bank. As of today XX/XX/2018 they are still saying they have no record of that payment at the mortgage company and that it is being researched. I am making a payment today, but because of this it is still showing me one payment behind which is not true. Thank you for your help.
Company Response: Closed with explanation

Timely Response

2018-10-31

Cordova, TN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-31

Katonah, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-31

Gastonia, NC

Struggling to pay mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-10-30

Benbrook, TX

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

2018-10-30

Quartzsite, AZ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: XX/XX/XXXX - Called phone number listed on letter Called and spoke with representative to advise I was calling in about the Conditional Approval Letter stating for me to call and be advised of my Options. Also discussed letter that stated I will need to let them know which option I would like to pursue by XX/XX/2018. Representative advised options would be pay full amount of past due, short sale or deed in lieu of foreclosure. I advised Representative that I would decide which option and call the next day on XX/XX/2018 to let them know which options I want to pursue. Representative said okay and we discussed per the letter I had until XX/XX/2018. Called back on XX/XX/2018 to discuss each option in detail. Was advised by Representative that my home went into auction the prior day, which per the conditional approval I had to respond by XX/XX/2018 to pursue either pay full delinquent amount, short sale or deed in lieu. So, by Carrington allowing the foreclosure to proceed before the date listed on the conditional approval letter they didnt allow me as the homeowner to pursue either one of the options. I was in total disbelief and also could not understand why when I submitted my application for the loss mitigation they didnt take in account my unemployment. Which was one of the reasons selected on the application for my reduction in income. I worked at XXXX XXXX XXXX for 7years, which was my primary income. Then I lost my job at the beginning of the year, and started receiving unemployment. The representative was very insensitive and just kept stating the house was sold yesterday at auction and couldnt give me an answer on why the Conditional approval letter stated I need to respond by XX/XX/2018 but my house still went into auction prior to that date. After not getting a resolution I asked to talk with the Loss Mitigation Department to talk with them as to why when they reviewed my application they didnt consider my unemployment. Again this representative was very insensitive and just continued to say your house was sold yesterday at the auction. Then I asked the representative to transfer me back to the Short Sale he stated he couldnt. So, I hung up and called back into the short sale department once again could not get answer as to how this can happen without them allowing me to pursue the options listed on the conditional approval? I then asked to speak with a Manager the representative then stated They are just going to tell you the same thing I said I then said again I would like a manager he put me on hold came back and said a manager was not available. But he would have one call me back, I then stated Im going to pursue legal action. XX/XX/2018 - I waited a few hours no call back from a Manager. I then called back to Short Sale and asked for the number for the Legel/Escalation Department, Representative provided me the phone number. XX/XX/2018 - I then called this department and spoke with XXXX, explained the entire situation again. I explained to her I was interested in either Short Sale or Deed in Lieu but I wasnt given the option because Carrington has allowed my house to go into auction. She was able to see the letter I received and she stated she was contacting another department to have it researched and would call me back. XX/XX/2018 - XXXX called me back and stated she was advised to ask me if I had a buyer? I advised her at that moment I dont but I do still want to pursue the options of either Short Sale or Deed in lieu of Foreclosure. She said well we are still researching my complaint and she would get back with me. XX/XX/2018 - XXXX called me back and said they would not be able to do Deed in Lieu or Short Sale and the House was auctioned on XX/XX/2018 and sold. Which again I explained and went round and round with her pointing out the fact that Carrington did not give me the time listed on the Conditional Approval letter of XX/XX/2018 to use either option. And proceeded to let my home go to auction on XX/XX/2018 which is prior to the date listed on the conditional approval. XX/XX/2018 - I Called XXXX back to ask some fact finding questions - Who is the Third Party that purchased my home? Carrington Mortgage Attorney Info? Where to send Correspondence? Does Carrington has an Executive Office? because at this time I explained to her Im pursing Legal action, since it seems like Carrington was not interested in the fact they didnt allow me the options listed on the Conditional Approval Letter. She stated that she escalated the issue again to her Manager and to give it a few days by XX/XX/2018 to hear back from either herself, her team lead or manager. Over this weekend XX/XX/2018 I received a 5 day notice on my front door from an Investor Company stating they purchased my home at the auction. I will be calling back in on Monday XX/XX/2018 to XXXX and advised at this time I will pursue legal action/lawsuit against Carrington to have the foreclosure rescinded/reversed based on the fact I was not provided either option when the Conditional Approval Letter clearly states to contact Carrington by XX/XX/2018 if interested in the options listed on the letter. Also, the fact that my home was placed in auction before XX/XX/2018 and now I have an investor attempting to proceed with an eviction notice. This practice is a wrongful foreclosure and all options were not exhausted.
Company Response: Closed with explanation

Timely Response

2018-10-29

Odell, OR

Incorrect information on your report

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

Account status incorrect
Complaint: Received another statement from Mortgage Company that wasn't belong to us. Old account is part of Bankcruptcy recording..
Company Response: Closed with explanation

Timely Response

2018-10-29

Clayton, MO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My dad passed away in XX/XX/2017. There is a beneficiary deed on file that names my XXXX brothers and myself ; we have since transferred ownership with the city assessors office to our name. The mortgage company has been faxed & emailed this documentation four times now over the last 4 months. They continue to ignore our requests or make the process simple to finalize the Successor In Interest. I have escalated the complaint to the supervisors and continue to receive zero response. It's almost as if they are trying to force us into foreclosure.
Company Response: Closed with explanation

Timely Response

2018-10-29

Marina Del Rey, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-29

Ridley Park, PA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My original mortgage was with XXXX XXXX XXXX. Recently my account was sold to Carrington which has been a nightmare. I had purchased new Home Owner 's insurance before I received the notice of the change in mortgage companies. My Agent has sent Carrington 3 notices of the insurance change, once each time I receive a notice from Carrington. On XX/XX/2018, I received a threatening letter from Carrington that they were going to add Homeowners insurance to my policy that would cost me much more than if I purchased it on my own. Once again, I sent this notice to my insurance and they sent Carrington the information on XX/XX/XXXX. On Friday, XX/XX/XXXX, I received a letter stating that my mortgage payment would be going up {$87.00} per month due to their insurance amount. When actually, my new insurance decreased somewhat and my mortgage payment should be less than what I was actually paying with XXXX XXXX XXXX. I have called and no one seems to be able to help me with this situation, they ramble and then ask " is there anything else I can help you with '', when they haven't even come close to answering the first question I had.
Company Response: Closed with explanation

Timely Response