CARRINGTON MORTGAGE SERVICES, LLC

2018-07-27

Cheverly, MD

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-27

Fairfield, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-27

Brentwood, NH

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-26

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-25

New Bedford, MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I purchased my home in XX/XX/2003. My mortgage was sold several times and each time with larger problems. Eventually I was told the house would be foreclosed If I didnt agree to modificatioN. I have all of the paperwork to support this. Ultimately I have a XXXX balance on a mortgage of XXXX. That I have been paying monthly in for 14 years This is a travesty and I need help addressing this
Company Response: Closed with explanation

Timely Response

2018-07-25

Simi Valley, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I got behind when I lost my job and we couldn't pay my mortgage on only my husbands salary while feeding our XXXX kids. I now have steady employment and make enough money to pay my mortgage, I applied for a loan modification and was denied because my lender says I don't make enough money to pay my mortgage. I just received a substantial pay raise and sent evidence to my lender but they Have not removed the XX/XX/2018 sale date nor have they reviewed my new income. They told me I have to wait for the denial letter before they can review my new income/loan mod application. We don't have time there is a sale date XX/XX/2018
Company Response: Closed with explanation

Timely Response

2018-07-25

NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I XXXX XXXX have completed a modification request with my former mortgage servicer, XXXX XXXX, XXXX. I was in the process of getting all documentation sent to the former servicer through a third party, and an attachment of my power of attorney is hereby attached where XXXX XXXX was working with this individual. I received notification late XX/XX/XXXX that servicing was transferred to Carrington Mortgage Services , LLC . I believe that my entire file should have been transferred upon transfer. However, I have not been notified of having a loan specialist assigned to my file by Carrington. What I did receive was a formal service that my home may be foreclosed upon. As a veteran of the XXXX XXXX, I now have several medical issues I deal with daily. I had no choice but to file for a Chapter XXXX bankruptcy last year. I am now in a position to either start making mortgage payments again, but I need a line of communications open to complete the process. I do not desire to bring in any federal agency where veterans such as myself can have their rights protected, especially under the Fair Debt Collection Practices Act. According to the XX/XX/XXXX addendum to the FDCPA, that was forced into legislation by the Consumer Financial Protection Bureau ( CFPB ), once I had a modification package submitted, I was now protected from any active foreclosure action. Therefore, I must now request that my rights be protected through the FDCPA. I must have a loan work-out specialist to my file, and all communications must be through a third-party. All foreclosure threats must cease immediately and my rights must be protected accordingly.
Company Response: Closed with explanation

Timely Response

2018-07-25

Arco, CA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage carrier is Carrington Mortgage Services LLC, and they have increased my escrow payment from {$370.00} to {$690.00}. Their reason was because my property tax statements from XXXX XXXX to XX/XX/XXXX were for total due {$3500.00}. Then the following cycle XX/XX/XXXX. XXXX to XX/XX/XXXX double to total due {$7300.00}. The reason for this double amount was because I did some energy efficient improvements on my house through the XXXX XXXX. This program allows you to pay the loan back through my County Tax statement every year. So, the additional or supplemental tax from the XXXX XXXX of {$3700.00} caused my escrow balance to become negative for that amount. They recalculated my escrow projected amount on XXXX to the {$690.00} amount. I explained to them I'm a senior citizen on a fixed income and couldn't avoid a {$300.00} jump in my monthly payment. Upon finding out my escrow balance was negative I paid the {$3700.00} on XXXX XXXX. The only thing I wanted Carrington to do was ignore the XXXX supplemental tax portion moving forward and I would be responsible for this part of my tax bill which would move my escrow charges back to {$370.00} instead of the {$690.00}. The tax department attempted to have the supplemental tax from the XXXX XXXX taken off my tax statement. So, there have refused to do so. In their projected escrow analysis they are assuming a value. They don't know what my XXXX supplemental tax will be for XXXX XXXX XXXX XXXX. I may have paid down the XXXX balance due or I may have paid it off. By making this assumption and charging me the additional {$300.00} I could be using that money to pay down the XXXX balance. Please have them put my escrow payment back to the previous calculation and allow me to be totally responsible for the XXXX supplemental part of my property tax bill. It that simple of a request. I'm attaching 4 documents to support what I've outlined about.
Company Response: Closed with explanation

Timely Response

2018-07-24

Philatelic Center, CA

Incorrect information on your report

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

Account status incorrect
Complaint: Called Carrington Mortgage spoke to 2 managers sent DM on XXXX on XX/XX/18. Credit report shows missed XX/XX/2018 payment, payment was made on XX/XX/2018 not the first time reporting incorrect information, their process is to file dispute wait 30 days. This seems to be a reoccurring problem
Company Response: Closed with explanation

Timely Response

2018-07-24

Stilwell, OK

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-07-23

Sugar Land, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-21

Spring Hill, FL

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: on XX/XX/17, we signed papers with XXXX to assist us in getting through a " class action '' with XXXX XXXX XXXX. a rep contacted us, due to our mortgage being with XXXX and said we could hire them to be a part of the action and that we could get the over payments we gave to XXXX applied to our loan and lower our payments. We were given an option to pay off our home or lower the payments, we opted to pay it off. We were given information on a loan company that could help us get a new loan with lower payments. Around the XX/XX/XXXX we were contacted by the loan company and title company stating that the law firm filed fraudulent documents on our title and they couldn't do the new loan. it has been over a year, they have {$4500.00} of our for representation and now we are facing foreclosure and our mortgage company ( Carrington now ), wont help us in a modification.
Company Response: Closed with explanation

Timely Response

2018-07-20

Weston, CT

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Hi, I have a FHA loan originated 2016. I pay monthly PMI on this loan since my LTV at closing was above 90 %. The common knowledge was that after reaching a LTV of 78 %, the PMI will be removed. Now, it just found out by the mortgage provider and the HUD, that the rules have changed and you have to carry a PMI for the full length of the loan of 30 years. That doesn't make any sense, so for example you have to pay mortgage insurance in year 29 of your mortgage, when it basically is almost paid off.
Company Response: Closed with explanation

Timely Response

2018-07-18

Ashland, OH

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-18

Norwalk, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-18

Conyers, GA

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-07-17

Chapman, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-17

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-07-17

San Antonio, TX

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: This is the second time I reach out to the CFPB. The previous case was closed under the presumption that this had been resolved and it has not been resolved. I have enclosed a letter below that I have sent out to Carrington Mortgage, XXXX XXXX XXXX and several others. It is approaching the two year mark of a storm that impacted my home at XXXX XXXX XXXX XXXX XXXX GA XXXX. I have spent all this time attempting to resolve the issue. Carrington Mortgage had my escrow account to pay for taxes and insurance. They failed to pay my insurance and it lapsed in coverage. I learned about the coverage lapse when I attempted to file a claim with my own insurance company and was told that the policy had been cancelled for non payment. Carrington then force placed an insurance policy with XXXX XXXX XXXX and I have yet to resolve the issue. Carrington has not released approximately {$2100.00} dollars in insurance proceed despite having received all the documentation they have requested from me and despite inspection reports documenting that the home has been repaired. XXXX XXXX XXXX will not respond to my requests to review the damage and the repair costs despite several attempts. They hired a property insurance inspector that provided a report in which the adjuster based his findings. Neither the insurance company nor the adjuster will provide information as to how the inspector meets the qualifications to make the assumptions in which they based their insurance determination. This home had remodeling completed that was under city , county ordinances and codes. The architect and engineer where in fact licenses. The inspector faulted the remodeling for the damage to the roof in the main home rather than the storm and he does not have the credentials to support his findings. This is yet another attempt by Carrington Mortgage and XXXX XXXX XXXX to not pay a claim. I am not able to obtain my own insurance that has the coverage I need because of their mishandling. I am out of pocket in the excess of {$11000.00} and yet to see a reimbursement.This has caused me tremendous hardship. I can't pay my mortgage on time. I am elderly and live on a fixed income. Every time I call Carrington they ask for a document, I provide it and then I call back and they ask for another document. This has been going on for almost two years. Below is the letter sent to XXXX XXXX XXXX XXXX Respectfully, XXXX XXXX, XXXX XXXX XXXX XXXX Reference Policy # XXXX Claim # XXXX Property Address : XXXX XXXX XXXX XXXX XXXX GA. XXXX XXXX XXXX XXXX Dear Mr. XXXX, I called and left you a message two weeks ago and never received a return call. I am writing to you concerning the above mentioned claim and the handling of this claim. Allow be to provide you some details on how this policy was implemented. Carrington Mortgage became the new servicer to my home loan that was previously serviced by XXXX XXXX XXXX. My loan includes escrows for taxes and insurance. Carrington Mortgage failed to make payment to an insurance policy that had been in place since I bought this home in XXXX of 2008. Due to their breach in our mortgage agreement which requires them to pay the insurance policy, my policy was cancelled. I became aware of the cancellation when a storm impacted my home and I attempted to file a claim. I was advised that my insurance had lapsed. I contacted Carrington Mortgage and they force placed insurance with XXXX XXXX. The damages to my home are approaching the two-year mark. I am unable to obtain my own insurance policy due to the gross mishandling of this claim by Carrington Mortgage and XXXX XXXX XXXX. An inspector was sent out to my home, XXXX XXXX soon months after the damage to my home. My understanding is that this inspector is not a license engineer nor a licensed architect yet you as the adjuster accepted his findings that some of the damages to my roof were a result of faulty construction to an addition to my home. This addition was in fact managed by a licensed engineer, a licensed architect and approved by a license state inspector and real estate general contractor. My home has had over {$12000.00} in repairs resulting from the storm damage, all of which are covered under this insurance policy. My home was renovated when I purchased it in 2008. Since then, my home has had all electrical, all plumbing and now new roof to the main home as well as the three car detached garage. In addition to these updates, my home has had the kitchen and all three bathrooms remodeled over the last 10 years, I have spent over {$70000.00} renovating this home. Most recently the HVAC system, yet you and the company you represent deducted for depreciation. I am an elderly citizen and I feel that this situation has been mishandled by your company and Carrington Mortgage. I will be contacting the state and federal agencies that oversee both the insurance and the mortgage companies involved in this matter. There is currently an active case regarding the lapse and mishandling of the insurance policy by the Consumer Financial Protection Bureau. I am providing them a copy of this correspondence for their records. I will also be sending a copy of this letter to the Office of the Insurance and Safety Fire Commissioner, Georgia Department of Insurance, Congressman XXXX XXXX XXXX XXXX and Senator XXXX XXXX. Enough is enough! I live on a fixed income. The cost of making these repairs has devastated me financially and someone has to be held accountable. I am requesting that the claim for the damages of my home be reviewed by your supervisor and a finding be completed in my favor to reimburse me all the expenses for the damages to both roofs of my home along with the interior damage. I will also be requesting compensation for the damages that would have been covered under the previous policy that lapsed because of Carrington Mortgages neglect in the handling of my escrow funds. To make matters worse, my husband passed away one month after the storm and this burden has taken a toll on my physical and emotional health. I want for you to respond to my request in writing, via my email at XXXX. This request is due to the lack of accountability of all parties involved and to ensure that there is no miscommunication pertaining to this matter. I further authorize my daughter XXXX XXXX to speak on my behalf when I am not available or able to due to my schedule and health issues. Respectfully, XXXX XXXX Mailing Address XXXXXXXX XXXX XXXX XXXX XXXX, TX XXXX cc : Carrington Mortgage cc : Senator XXXX XXXX cc : Congressman XXXX XXXX cc : Office of Insurance and Safety Fire Commissioner State of Georgia cc : Consumer Financial Protection Bureau
Company Response: Closed with explanation

Timely Response

2018-07-17

Seligman, AZ

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-07-13

N San Juan, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My loan was sold from XXXXXXXX XXXX XXXX to Carrington to which I was never informed, never sent any notices regarding changes to my loan and payments. I sent payments to XXXXXXXX XXXX XXXXXXXX and after 4 months I was finally told my payments were not being applied as my loan was no longer with XXXX XXXX XXXX. I can not find any assignment recorded showing the loan was transferred yet Carrington claims now to be the servicer of the loan. When I reached out to Carrington they told me to submit documents which I did, during the time I was submitting documents and being reviewed for loss mitigation options, they proceed to file the Notice of Default and Notice of Trustee sale on my property despite that I was in an active loan modification review with them. Now I am facing a foreclosure on XX/XX/2018 and they denied me even though I have the income to make my payments and fully intend to keep my home at all costs. I was never assigned a single point of contact nor did Carrington ever attempt to reach out to me to offer assistance, I had to call them once I found out they were even my lender. My HBOR have been violated and I fully intend to seek legal action.
Company Response: Closed with explanation

Timely Response

2018-07-13

Spring Hill, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/2018 I was notified by my Home insurance company that my home insurance premium of {$1600.00} has not been paid. After contacting my agent and calling the mortgage services : Carrington Mortgage Services, I request research on tracking the payment. Carrngton expressed that their system does not identify on the check a reference to my insurance policy nor does it list me name. They stated they send the check with a reference paper. XXXX XXXX, my homeowner insurance company, stated they returned the check to Carrington due to lack of reference on the check on application of the funds. Carrington denied receiving these funds back from XXXX. My policy lapsed as of XX/XX/2018 and he lack of response from Carrington shows they are not concerned with rectifying the matter. I spoke with a manager named XXXX from Carrington Mortgage services who identified herself as a Manager with the firm.
Company Response: Closed with explanation

Timely Response

2018-07-13

Bedford, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Lender : Carrington Mortgage Services www.carringtonms.com XXXX. XXXX XXXX XXXX, IN XXXX Phone : XXXX Fax : XXXX For the past 6 months I've been in the process of paying extra money on the account for the sole purpose finishing off the loan. Lender only allows you to pay up to {$9900.00} online per day. So every 4 times month since XX/XX/XXXX I begin to send payments online. Every time I sent money there wasn't any problems from the lender to place payments directly into principal portion of account. Problems began after XX/XX/XXXX, after Lender received its regular monthly payment, taking out interest, principal and escrow. I made another payment on XX/XX/XXXX. Here lender took out another payment for itself of interest and escrow. Up to this date everything was fine with account, customer service stated it would take 15 days to move the money back from interest and escrow to principal. On XX/XX/XXXX money has not been added back to the account under principal. When calling customer service, there claim is that don't see anything on their computer screen. But when you look at the company account website, problem is still posted as money not returned to account. On XX/XX/XXXX regular payment plus additional to principal wasn't a problem. Payment XX/XX/XXXX additional money was added to account, went straight to principal again not a problem. Payment XX/XX/XXXX same as previous day, not a problem. Problem began on XX/XX/XXXX when account was about to be paid in full, after you add escrow to account and the extra interest charge on XX/XX/XXXX statement from XX/XX/XXXX of {$250.00}. Carrington took the last payment of {$9300.00} and split it 7 times on XX/XX/XXXX. Carrington took interest payments 7 times and 7 times of escrow payments from 1 days extra payment after receiving regular monthly payment. Customer service blames me the customer for paying down debt on the loan. Carrington website doesn't allow you to allocate money directly to principal after regular monthly payment has been received. But does allow you to add money. I've been actively paying down debt since XX/XX/XXXX, making about 4-5 extra payments a month. Carrington always applied extra money directly to principal, until the loan was about to be paid off. Customer service told me that my account was extended to XX/XX/XXXX. All in the name of paying them interest on the account.
Company Response: Closed with explanation

Timely Response

2018-07-13

Winton, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-09

Belleville, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response