CARRINGTON MORTGAGE SERVICES, LLC

2018-07-07

Buford, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My name is XXXX XXXX and I am contacting your organization to file a formal complaint against my mortgage company, Carrington. I have serious issues with the way that they have serviced my loan, their customer service, their harassing collection calls and their failure to address my requests for homeowner assistance programs. My daughter was in a bad accident at school in XX/XX/2016 and required full time care. As a result I had to miss a lot of time from work to care for her. This led to me going delinquent on my mortgage loan about a year ago. I have tried to engage with Carrington 's loss mitigation department in order to get a review of my current financial information initiated but have run into a brick wall. Their agents are not helpful, they tell me that since I had received a modification in the past that they can't do anything to help me. Then a couple of days later I get a letter from Carrington telling me that I qualify for help and that I should apply again. Which I do, but I keep hitting roadblocks put up by their staff. I had a true hardship, but it was temporary and I am now in a much better place financially. I have the means to afford the original modified payment and have attempted to make this payment but their agents refuse to accept it from me. Instead I am told that I need to pay back all missed payments, late fees, legal fees, foreclosure fees etc. I have been told that anything less than that is not good enough. I am trying to survive here and have the financial means to make this payment but feel that Carrington is not allowing access to the federal, state and internal programs that are available to help struggling homeowners. I understand that your organization is responsible to oversee lenders and ensure that they follow the guidelines of government, state and internal homeowner assistance programs. I assure you, Carrington has violated these guidelines. I live in my home with my wife, my step-son and my daughter. My wife and step son both work and are now contributing to the finances of the family. I have worked as an XXXX XXXX XXXX for the last few years but when I had to miss so much time to care for my daughter I lost some of my clients and accounts. That is why I struggled and after hanging on for 6 months began missing mortgage payments. I immediately reached out to the Carrington agents to try and resolve this and see what we could do to fix the problem. Instead of working with me and allowing me to be reviewed for ANY options I was transferred from department to department and was unable to get anyone to help work with me. I never spoke to the same person twice and no one cared that my financial crisis was over and that my financial circumstances had changed. Even though no one from Carrington was willing to help me, the collection agents were harassing me multiple times each day and I kept receiving letters telling me that I qualified for help and to apply. This was very confusing and frustrating. We have sufficient income to afford our monthly mortgage payment. We need a hand to help address the late payments related to my daughters accident. I know there are programs such as repayment plan or forbearance as well as modification that can be used to address this situation. Carrington is not following guidelines and is denying me access to these programs. Their agents are rude and callous and this company is harassing me with collection calls and letters. I WANT to fix this problem, I WANT to pay them, the issue is that Carrington will not work with me. I hope that your office will investigate my case and help me to persuade Carrington escalate my case and open a review of my current and correct financial information so that I can save my home.
Company Response: Closed with explanation

Timely Response

2018-07-07

Roselle, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-05

Alexandria, VA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-07-05

Keytesville, MO

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-07-05

Murray, UT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I attach all the documents. I was behind on my mortgage in XX/XX/XXXX due to cut on hours on my job. But I got back on my feet and did a settlement with Carrington Mortgage. They take the settlement I did a down of {$3500.00} and making payments to them until they sold the loan to XXXX XXXX XXXX in XX/XX/XXXX. I continue making my payments for {$310.00} until XX/XX/XXXX, because they notify me that they sold back my loan to Carrington Mortgage. I try to make my first payment to Carrington and they not accepted because they told me that I was behind 14 months. XXXX XXXX XXXX provide the evidence that I make payments to them on time until XX/XX/XXXX. Also the amount that I pay to Carrington before they sold it to XXXX XXXX XXXX, my balance was only {$5900.00} but now Carrington refuse to take my payment since XXXX and reporting me late to credit bureaus. I send all the evidence to them and provide evidence of my payments and every time that I call them I have to have 6 transfers, nobody know, that I owed {$12000.00} plus the months behind. That is totally wrong I send all the documents and they told me since XXXX that is on investigation and still not taking my payment. I am very stress that they don't take my payment. They been so mind to me. Please help me to resolve this issue. Please!!
Company Response: Closed with explanation

Timely Response

2018-07-02

Las Vegas, NV

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2018-07-02

Northside, NC

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My complaint is against Carrington Mortgage Servicers LLC. On XX/XX/XXXX they denied an offer for a short sale that was submitted. I received a letter dated XX/XX/XXXX stating that the short sale was declined. There were two other offers previously submitted the bank did not process any of the offers in a timely manner and was not responsive to the offers submitted. I believe this to have been an intentional willful act to further subject me to intentional emotional distress. The foreclosure proceedings began on or about XX/XX/XXXX and started shortly after the sale of the home. I've produced personal documents including bank statements and pay stubs several times and the bank was not responsive in processing the short sale offers. I believe they intentionally delayed processing of the offers. The last communication states that the loan is now governed under the Hud SLFS. Had they processed the offers timely the property would have been sold. Now they continue to send me collection notices the last one dated XX/XX/XXXX stating that I owe in excess of $ XX/XX/XXXX. They sold the home to me for $ XXXX the home is valued on or about $ 160k. I would like them to be investigated in relation to their negligent acts.
Company Response: Closed with explanation

Timely Response

2018-07-02

Cottleville, MO

Trouble during payment process

Mortgage: FHA mortgage

Complaint: The mortgage was originally opened in XX/XX/XXXX and was service released to Carrington Mortgage in XX/XX/XXXX. I heard of no issues during this transfer as all payments were automated. Once it got transferred over to Carrington i did not have visibility to the account and was not reporting on my credit report like it was supposed to. I faxed a letter into their research department that only communicates through fax or mail. It finally started showing up a couple weeks ago and it showed that it was 30 days late. Once in finally got portal access into Carrington the first payment reported was on XX/XX/XXXX, and then the next payment was shown for XX/XX/XXXX, but the next payment due date was for XX/XX/XXXX for twice the normal amount, and i noticed this on XX/XX/XXXX. There is some billing system error that needs to be corrected as everything should be current and ontime with the next payment being in XX/XX/XXXX. When i tried to contact Carrington to discuss this, the reps on the phone could not do anything and they just tell me to fax or mail in the dispute and wait. For this kind of error, i would hope they would be willing to work with the customer to fix it, since it is on their end.
Company Response: Closed with explanation

Timely Response

2018-07-02

Jacksonville, FL

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-06-28

Bastrop, LA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-28

Carol City, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-28

Arboles, CO

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My name is XXXX XXXX and I have owned my home in XXXX, Colorado since XX/XX/XXXX, but unfortunately I now find myself in danger of losing my home. I refinanced into a government backed FHA loan in XX/XX/XXXX that is currently being serviced by Carrington Mortgage. I have reason to believe that Carrington has intentionally denied me access to government backed homeowner assistance programs and is attempting to push me into foreclosure by scheduling sale dates without conducting any type of review of my current financial information. I believe that Carrington is in violation of HUD guidelines and is trying to cash in on the government insurance when this is clearly an avoidable foreclosure. I am not now, nor have I ever asked for a handout or anything for free. I have repeatedly attempted to resolve a past delinquency on this loan that was caused by a temporary loss of income that has now been remedied. Despite multiple attempts and repeated applications I find myself consistently faced with a foreclosure sale date. I believe that Carrington has not followed the rules or guidelines for servicing my FHA loan and that their actions have been unethical, wrong and illegal. This loan has had servicing issues for a few years now. My payment increased approximately {$500.00} even though my interest rate is fixed, and it was likely due to a forced-placed homeowners insurance policy being applied to the account when my homeowners insurance policy was still active ( I recently discovered that Carrington has settled a class-action lawsuit for this very issue ). Prior to Carrington servicing my loan, it was serviced by XXXX XXXX XXXX ; during the transition from XXXX XXXX XXXX over to Carrington a few years ago, I was not made aware of the transfer and continued to make my monthly mortgage payment to XXXX XXXX XXXX for approximately 10 months. To this day I am still not sure if that money was correctly applied to my account with Carrington. Prior to my current job working with an asphalt company, I worked for an oil company and had worked my way up to management and was making a good salary, However, when the company started laying my employees off, I voiced my concern about that and also other issues only to find myself also out of work. This is when I started to fall behind on my mortgage. I struggled and eventually depleted my savings to catch up until I could no longer do so. I reached out to Carrington and submitted an application for mortgage assistance. From that point on I was chasing documents and restarting applications in a continuous cycle. Eventually I had to hire an attorney who got us a trial modification which I accepted. I made the three trial payments as mandated, but of course Carrington revoked the modification claiming I hadnt returned the required signed paperwork to them which neither I nor my attorney had ever received. Since then Ive gotten nowhere with Carrington since they claim that I rejected their offer of assistance ( WHAT?? ), and now in XX/XX/XXXX they have been trying to foreclose by continually setting sale dates.
Company Response: Closed with explanation

Timely Response

2018-06-26

Bethlehem, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-06-25

Green Oaks, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-22

Newton, AL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-22

Alachua, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Complaint about Carrington Mortgage Foreclosing on FHA loan in Federal Disaster area after owner requests disaster relief for the Hurricanes affecting XXXX and XXXX XXXX. I recently bought a home on a FHA loan through Carrington Mortgage in XXXX. I was impacted by the hurricanes of XXXX both in my home state of XXXX and where I was working in XXXX XXXX. I was able to shift my work back to XXXX but lost some time at work due to the storms and lost out on potential future revenue from an upcoming business opportunity that aligned with my research that may have yielded future work and XXXX school opportunities with the XXXX XXXX XXXX XXXX XXXX . When I received a letter from Carrington dated XX/XX/XXXX offering assistance due to the hurricanes I called them immediately. I called and spoke to a representative that told me I was in a federal disaster area, and that I could seek deferment for 6 months and at the end of the 6 month period I would pay my normal mortgage and that the unpaid mortgage payments for those 6 months would be added to the end of my loan extending the date to pay it off, and I accepted it. However, the next month I got a mortgage statement ; it showed an overdue balance. I called and spoke to a representative from Carrington who assured me everything was ok, that the paperwork hasnt caught up with the disaster relief and that I didnt need to make a payment. Same thing happened the next month and I called again and got the same assurances. Then on XX/XX/XXXX, two days after XXXX while visiting my fiancs relatives in XXXX XXXX I get a phone call from Carrington saying they are going to foreclose on my property! I called and after several hours on the phone I reached a verbal agreement for disaster assistance from XXXX at extension XXXX. The terms were I could pay what I could but normal payments would start back on XX/XX/XXXX, I didnt need to pay anything now ; and nothing was mentioned about paying back mortgage payments. I still never received anything in the mail pertaining to the disaster relief, the terms of my relief package, or what my rights were under this agreement. I still continued to receive mortgage statements every month that showed I owed a past due amount from XX/XX/XXXX on till XX/XX/XXXX. Every month I would call and get the same response that I was in this disaster relief program ; that I was in a Presidentially Declared Major Disaster Area and a payment wasnt required. At no time was I made aware of the requirement to pay the back mortgage to become current. After contacting Carrington Mortgage again to try and gain insight into my loan I noticed on the website that I could not access to certain parts of my loan and that when I discovered that it was in default. Soon after that I received a notice of intent to foreclose in the regular mail, I never received anything by certified mail and thought it was my normal mortgage statement and didnt open it at first. I called and spoke to someone at Carrington, and though they were apologetic about my current predicament, and were as just as confused as I was as how I ended up here ; were not really willing to offer any way forward other than to submit RMA paperwork. So I submitted the first RMA paperwork on XX/XX/XXXX and received a confirmation that it was to be reviewed. On XX/XX/XXXX I received the Loss Mitigation Evaluation Notice that stated I did not qualify for any assistance and my only option was to liquidate the home. I called and spoke to a representative in the Mortgage department and upon hearing that I left out my fiancs income and a few other assets-he encouraged me to reapply. However, I was not made aware of my rights to appeal any decision nor was I aware that I could have been making payments all along to Carrington. So I reapplied for RMA on XX/XX/XXXX and the package was under review, it was sent back for being incomplete on XX/XX/XXXX, needed a full RMA on my fianc as well. The RMA was updated to reflect myself ( XXXX XXXX ) and my fianc ( XXXX XXXX ) on XX/XX/XXXX. I updated it again on request from Carrington on XX/XX/XXXX and all the required documents were uploaded and finalized on XX/XX/XXXX. I was not made aware of the outcome of the RMA like I was before and was under the impression that, and told by numerous Carrington representatives that the foreclosure proceeding would be put on hold while the RMA paperwork processed. So beginning on XX/XX/XXXX I start to receive unsolicited phone calls and text messages about buying my house, followed up by lawyers and law groups offering to represent me for my foreclosure? One of the advertisements from a local law office has a copy of the Notice of Lis Pendens that shows Carrington Mortgage initiated foreclosure proceedings against me in court dated XX/XX/XXXX, XXXXhree days after my final updated RMA was uploaded to their website. Further look in the court docket shows that Carrington Mortgage started foreclosure proceeding earlier that XX/XX/XXXX, but never made me aware of this- nor did I ever receive official documentation of this or the outcome of the final updated RMA . There were many inaccuracies in the foreclosure notice as well, in one document that county is listed wrong. Its been my intention to stay in the house all along. I made Carrington Mortgage aware of that at the very beginning. I have never received any official paperwork as pertains to the disaster assistance I was provided, the terms, or my rights under such an agreement. I have talked to numerous Carrington Mortgage staff and have received varying answers to specific questions concerning my mortgage from the beginning. Upon speaking to several associates and supervisors I got the impression that they do not know how the foreclosure process works or are trying to cover for past mistakes, when I called on XX/XX/XXXX, they didnt know that the foreclosure was in the court system already and incorrectly stated that it was on hold. Carrington acted in bad faith in not clearing up whether I was under an assistance program or not and that when payments would be required. It is my desire to hold Carrington to the disaster assistance I was offered in the beginning, that I could make my normal mortgage payments and that the back mortgage would be rolled into the loan extending the payoff date. Carrington initiated foreclosure without properly informing me and my rights as a borrower under FHA guidelines. I also desire to look into the fees and fines charged to me under this disaster relief, foreclosure proceeding should have never been started so early into the process.
Company Response: Closed with explanation

Timely Response

2018-06-20

Washington, DC

Written notification about debt

Debt collection: Mortgage debt

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

Timely Response

2018-06-19

Colts Neck, NJ

Trouble during payment process

Mortgage: FHA mortgage

Complaint: In XXXX an automatic payment was changed but continued to be drafted from the other account so payment was declined. I did make an automatic payment online. I called Carrington in XXXX during the grace period because I was no longer able to access the online payment portal. They informed me due to the returned payment I could no longer submit the payments online and they were not sure at that time if the automatic draft would be processed. One person I talked to said it was no longer active, someone else said it might still come out. I had no way to access this online to confirm it. The payment did automatically draft in XXXX. I called again and they assured me automatic draft is no longer active and said I must use certified funds such as cashiers check money order or XXXXXXXX XXXX. My bank sent a bill pay check but the check was returned and the auto draft still came out of the bank. In XXXX the bank check was returned and my mortgage is now late because they dont consider a bill pay check directly from the bank certified funds. So basically the only payment they are accepting is ones with additional fees attached. It is my opinion because they are considered a debt collecter that they are deliberately hindering my ability to make timely payments.
Company Response: Closed with explanation

Timely Response

2018-06-19

MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Back in XX/XX/XXXX I received a phone call from a XXXX XXXX, originally called from the Carrington phone number XXXX and then called from XXXX saying that we have been pre - approved for a loan modification and our interest rate could be lowered to 2 %. We were sent paperwork stating that if we made our 3 trial payments on time we would be approved. The 3 trial payments were made via money gram. Once the payments were made we received another phone call saying that the taxes and insurance would also need to be paid and our payment for the next 6 months would be less and come XX/XX/XXXX, the payments would go to the normal payment after the modification. We went ahead and made the payment of the taxes and insurance and thought we were all set until we received another call saying that we need to pay a processing fee. Upon trying to made the processing fee payment the payment was rejected. the person or persons who have scammed us have the Carrington Logo and have our loan number and phone number. They had my cell phone as the contact number and called me. I am not sure how they got this information, but I have no other accounts compromised.
Company Response: Closed with explanation

Timely Response

2018-06-19

Little Rock, AR

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Our mortgage was taken over from XXXX XXXX XXXXXXXX to Carrington Mortgage. I must say that we did NOT request a change in mortgage service We got the information from Carrington and immediately set up online automatic debits for our monthly payment. My husband also spoke with a representative at Carrington who ASSURED us that it'd be a simple process. After about a month into the new mortgage service, we started getting calls about our payment being late. We explained that it CANT be late, that we see on our bank statement that it is in fact being debited automatically. We wrote letters, e mails, faxes, phone calls, etc all to no avail. Now they have turned us into the credit bureau and my husband and I both lost 100 POINTS on our credit score as a result of their mistake. I would not recommend Carrington to anyone!!! They have ruined our credit as a result of THEIR XXXX up. I recieved a pre approved notice for a loan refi through a credit union. I was denied because they stated " you are behind on your mortgage ''. I looked at my credit report and Carrington has reported that we have made NO payments for 6 months which is completely incorrect!! They DEBIT our account automatically twice a month to fulfill a monthly payment! We are not late on our mortgage. Their customer advocacy department is horrible. I have called them numerous times and again today. You can not get anywhere with them. For the third time I sent them copies of my banking statements where they have deducted payments since they took over the loan last XXXX. I asked them to update our credit to show that we are NOT 6 months behind because it is simply not true.
Company Response: Closed with explanation

Timely Response

2018-06-18

NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-17

Jacksonville, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Carrington Mortgage Services , LLC Re Account # XXXX ( Part of 1st Letter sent Carrington ) Back around XX/XX/XXXX. Have many a few calls to your customer service # and they have been No help explaining Per your statements it appears you have charged us in XX/XX/XXXX, {$870.00} for a Property Registration Billed. Please why have we never been charged anything like this since the loan originated in XXXX? Why is that XXXX County Assessors office have a record of it. If not them Why was it not filed with the Clerk of the Court, I saw no record there either? This a fee appears only to be charge for Vacant Land ' -- -Then in their response of XX/XX/XXXX [ Based on County Records the property was vacant XX/XX/XXXX thru XX/XX/XXXX ] but then charge us in excess of 5 years later. I contacted the XXXX Property Assessors Office again and they stated they have no record of this or any fee received. He did stated is that was true they 1st remove my Homestead Exemption which they did not I have all those reports to prove that. I also contacted Clerk of the Court again and still no records. I also contacted local utility and though they can see I have continues service if I was the individual I need to come in main office to get those.
Company Response: Closed with explanation

Timely Response

2018-06-15

Lb, CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: I made an on-line mortgage payment to XXXX XXXX XXXXXXXX and they did not send confirmation that I made the payment and refuse to send me confirmation about the payment I made, although they agree I made the payment. I want written proof I made the payment and they refuse to give me that proof
Company Response: Closed with explanation

Timely Response

2018-06-13

Colts Neck, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-13

Thompsons Station, TN

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: My mortgage loan was transferred from XXXX XXXX XXXX to Carrington Mortgage on XX/XX/XXXX. Carrington Mortgage is not reporting my loan to any credit bureaus. This is greatly affecting my credit score and my ability to obtain credit. I contacted Carrington Mortgage on XX/XX/XXXX and was told by a customer service rep that they were supposed to report to credit bureaus in May, but at that time they were planning to report on XX/XX/XXXX. I contacted Carrington again on XX/XX/XXXX, and was told they would have to get back to me. I'm filing this complaint to hopefully resolve this issue of no/slow credit reporting for myself and future Carrington Mortgage customers.
Company Response: Closed with explanation

Timely Response