CARRINGTON MORTGAGE SERVICES, LLC

2018-06-11

Denver, CO

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-11

Juniper Hills, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: XX/XX/XXXX we filed for a loss mitigation program through mortgage managements consultants. We were in a 3 month trial payment plan. We made all of those payments. In XX/XX/XXXX we had a notory come to the house and signed papers for the new payment. During this process mortgage management consultants sold our loan to carrington mortgage. We were told to not make a payment for XX/XX/XXXX. We made XX/XX/XXXX and XX/XX/XXXX payments to carrington even tho we were never sent final paperwork about our loan being sold. We were never given a new loan number from carrington. Also they were sending us mortgage statements saying that we owed them {$40000.00}. Then all of a sudden we got papers after XX/XX/XXXX saying that our home was going to auction. Then our house was sold at public auction. There was an investor who purchased it but it go into his name until XX/XX/XXXX. We are still living in the home and we shouldnt have to move. The mortgage company has had several complaints and problems filed against them. When I call our old mortgage co they said everything in our file has been completed.
Company Response: Closed with explanation

Timely Response

2018-06-08

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-07

Long Beach, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-06

Karlstad, MN

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-06-06

Milton, WI

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-01

Leander, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-01

TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I fell behind on my mortgage due to job loss in XX/XX/XXXX. My loan was sold to Carrington Mortgage in XX/XX/XXXX. When I started working in XX/XX/XXXX after I received my first check in XX/XX/XXXX, I called to set up payment arrangements that by my calculations would have had me not only caught up, but ahead on my mortgage by the beginning of XX/XX/XXXX. The person I spoke with, told me this was impossible, my account was " locked '' against partial payments and that they would only accept the full amount due at that time. They also advised me to try to get a mortgage modification. I agreed to attempt the modification and awaited the paperwork. They paperwork did not arrive until XX/XX/XXXX. I was denied for repayment or modification. I received a general collection call from them regarding my account in XX/XX/XXXX, where I was told by the representative that my account was not " locked '' and that payments ( partial ) could be made, it's just that she wouldn't be able to take it over the phone I would have to send it in via mail or wire transfer it, but also that the lock could go on my account at any moment, she also said to try again for a modification, which I did. The paperwork came in XX/XX/XXXX and I was denied in XX/XX/XXXX. I called with someone on the phone with me to attempt to speak to someone in the Modification dept. The first time I got through, but when I called again the next day with more questions and concerns I was denied contact with the Modification dept and the rep stated because they spoke with me the day before they would probably not take my call. She did not attempt to transfer me. I applied again for a modification and have again been denied, I've attempted to make payments, the first was accepted the second rejected. The reason they have been denying my repayment requests is because they say it will take more than 6 months to repay the past due, and I keep trying to show and explain that it would NOT take more than 6 months, I can have the deficit cleared and my account completely in the black in 6 months and it would have been cleared if the person I spoke with in XX/XX/XXXX had been truthful with me. I have friends that are able to assist with my basic needs while I meet this past due obligation, but there's no way to list or count that as " income '' I was told by the rep because their assistance wouldn't start until I was approved for the modification and was making payments. Carrington Mortgage is refusing to work with me to help me stay in my home they are only offering deed in lieu of foreclosure and that is not what I want. I am willing to accept any assistance to stay in my home.
Company Response: Closed with explanation

Timely Response

2018-06-01

Clearwater, FL

Struggling to pay mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-05-31

Rehoboth Bch, DE

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I recently lost salary due to a business failure and requested to have a mortgage modification. I requested the modification on XX/XX/XXXX knowing that I would be starting a new job with a higher income in addition to working another part-time job. I submitted the request on XX/XX/XXXX with the offer letter as I had not yet received a pay stub from the new job since I would not be starting until XX/XX/XXXX. Carrington Mortgage then sends by snail mail and letter stating that my application was not complete. This letter was dated as XX/XX/XXXX, however, I did not receive the letter until XX/XX/XXXX and was told that I had until XX/XX/XXXX to upload the documents. Furthermore, the letter incorrectly stated that I had listed rental income on my application and needed to provide proof of income. This is absolutely incorrect. I have rental income but because of past denials due to asking for more and more information each time, I did not list this on the RMA application. I received my first pay stub on XX/XX/XXXX and promptly uploaded this to their website as well as sending an email stating as such. I also explained that it would be impossible for me to have two paystubs since I just started a job. If someone has a loss of income but then gets a better job, how are they then expected to show 30 days of income? This seems counter intuitive and does not help the mortgagee. I have since sent at least 6 emails asking for an update as I want all correspondence in writing. I received one call from a gentleman who I could not understand as he mumbled throughout the entire voicemail. I also received another phone call from a woman who stated she could not leave a detailed voicemail. As of XX/XX/XXXX, I have not received any updates and my online status is still listed as XX/XX/XXXX ( I have the screen shot to prove it ). This is providing unfair and wasted time to me. I have submitted complaints about this company in the past only to be addressed in an arrogant and rude manner as if I am a prisoner. I will also be filing a complaint with my state attorney general this time. Carrington Mortgage is not interested in helping anyone and I do believe they use discriminatory practices in how they assist with modifications.
Company Response: Closed with explanation

Timely Response

2018-05-31

Concord, TN

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-05-31

Itasca, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My father, XXXX XXXX passed away in XX/XX/XXXX. My loan was previously at XXXX XXXX XXXX and sold to Carrington Mortgage Services. They changed the ownership back to my deceased father. I sent them a copy of my father 's death certificate. I was told I can not speak unless I have executor or small estates affidavit. In the mean time, I contacted XXXX XXXX and was told to fax my birth certificate showing that I am his son along with a password to a specific fax number. I did this. This was back in XX/XX/XXXX. It is now XX/XX/XXXX. I still can not speak on behalf of the mortgage loan. Furthermore, there is now a financial error in my mortgage. My statement dated XX/XX/XXXX with a payment due date of XX/XX/XXXX shows that I owe XXXX as my regular payment. I paid this amount. The statement came dated XX/XX/XXXX with payment due date XX/XX/XXXX. Now they show I am 2 payments behind. They took my payment from LAST MONTH and put it in unapplied funds. I send the correct amount based on the statement that was sent to me, and they are now saying I have over due payment for XX/XX/XXXX Payment plus the XX/XX/XXXX Payment. I am attaching the statements for review. I am not allowed to speak with anyone. No one can resolve my problem. I am very, very concerned about this. Furthermore, they are EXTREMELY RUDE and wanted to slam the phone down on us when we tried to call them. The women 's name was XXXX and this is in the Customer Advocate Department. I am attaching all copies of correspondence I received and sent to them. I need help. I am waiting to see if I will receive a return call from XXXX XXXX, who was left a message today XX/XX/XXXX to return my call. Also, she failed to follow up on this issue. It was left unresolved and unfinished. Thank you
Company Response: Closed with explanation

Timely Response

2018-05-30

Houston, TX

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: My mortgage was with XXXX XXXX XXXX and then it was transferred to Carrington Mortgage. I have for more than five years tried to modify my loan. I received the attached letter and I sent in all the documentation requested. I had invested 25 years in my home. I never received notice of the foreclosure and I have not heard from the mortgage company since I submitted all papers asked for by the date requested of XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-05-27

Shreveport, LA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX I was behind on my mortgage. I paid the almost {$1500.00} to catch up my notes. In XX/XX/XXXX Carrington Mortgage stated that I was {$2700.00} behind in payments AGAIN. I did not agree with their records but I had to get my mortgage paid. I paid the {$2700.00}. I was told by a Carrington employee that the {$2700.00} would completely catch me up and my next payment would be due the end of XX/XX/XXXX. When I received my XX/XX/XXXX statement it said I was AGAIN a month behind!! I have paid my mortgage every single month since catching it up in XX/XX/XXXX. They add late fees every month from the payment they said I was behind on from XX/XX/XXXX! I paid my mortgage on XX/XX/XXXX. On XX/XX/XXXX I received papers left on the floor of my carport. I almost didnt see them! They are now saying I owe, AGAIN, {$2000.00}! I looked online at my statement and I had no idea that my XX/XX/XXXX payment was Rejected due to Payment Account Not Found. I Had no idea this happened or how it happened as I use the Same payment method every month. I did not receive a phone call or anything from them. Now they are charging me more and more late fees. Yet, their records still say my last payment was made on XX/XX/XXXX. Please help!
Company Response: Closed with explanation

Timely Response

2018-05-24

Bothell, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-23

Beaumont, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Dear CFPB- I have been informed by HUD/FHA directly that I am eligible for a Unemployment Special Forebearance due to Hurricane Harvey and living in a Presidentially Declared Mandated Disaster Area. The agent, XXXX XXXX XXXX Escalation 's Team from HUD has reached out on two occasions to CMS on or about XX/XX/XXXX and XX/XX/XXXX to no avail. As of this letter and speaking with her just yesterday ( XX/XX/XXXX ) C.M.S. has not responded via any type of communication to HUD 's query. My RMA application was marked complete by CMS on XX/XX/XXXX and summarily rejected on or about XX/XX/XXXX albeit CMS should be fully aware that per FHA/HUD guidelines I am eligible for this Special Forebearance for a multitude of reasons under HUD 's XXXX XXXX and afforded even additional help per HUD Press Release below : PressRelese Releasehttps : //www.hud.gov/XXXX Also, at this point per FHA/HUD guidelines I am supposed to have a Single Point of Contact to be speaking with to discuss remedies and all available options to save my home .... '' This has not occurred ''. I have also filed an appeal with CMS which I am entitled to and heard nothing back on that as of yet. But what is most disturbing is they will not respond to FHA/HUD 's query after two ( 2 ) request with CMS knowing knowing full well that time is of the essence and each day counts, literally at this stage. Very truly yours, XXXX XXXX Loan No XXXX
Company Response: Closed with explanation

Timely Response

2018-05-23

Coosada, AL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-22

Clinton, IA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-20

Black Walnut, MO

Incorrect information on your report

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

Information is missing that should be on the report
Company Response: Closed with explanation

Timely Response

2018-05-19

New Port Richey, FL

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-05-19

El Paso, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I Recently reviewed my credit report and noticed i have more than a dozen reported late payments. In years past while I occupied the home for a very short time in XX/XX/XXXX at the time of purchase and the first few months of XX/XX/XXXX I in good faith made timely payments on the home. It was until after XX/XX/XXXX that I longer occupied the home due to relocation with my employer, XXXX XXXX XXXX XXXX. The situation at the time gave me very little time to find tenants as we no longer lived in the same city which in turn made it very difficult to rent out. As the months and years followed we came across tenants that would not pay on time or pay at all which resulted in the negative items. Being the only income for my family and living out of town it was my duty to take care of them first. My position in the line of work that i do does not allow for us to fall into such situations and can result in my question for suitability for employment. I tried on several occasions to see what the bank can do or assist with out it affecting my credit only to be turned down and advised that there wasn't much help for me. Due to medical reasons for my youngest daughter we were able to move back to our hometown and find a place to stay while we dealt with tenants. I somehow managed to catch up on the payments with my own savings but was still a difficult task. I do plan on keeping the property and have also since found reliable tenants that have not defaulted.
Company Response: Closed with explanation

Timely Response

2018-05-18

Horsham, PA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-05-18

Pinellas Park, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-18

NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We have tried to work with Carrington Mortgage to save our home we realized that XXXX was the former owner of our loan and they liquidated through a Chapter XXXX Bankruptcy. We are trying to understand if our home is a part of the liquidation? Before we got to this status we have submitted payments to Carrington Mortgage and they have sent them back to us. Recently Carrington sent to us a Loan Modification Package and we completed the application and submitted the requested documents. Documents were due back on XX/XX/XXXX. We submitted the completed application and supporting documents via XXXX onXX/XX/XXXX. We spoke to Carrington Mortgage today and found that they did in fact receive the documents but they refuse to look at them because it was not with the 32 or 37 days before a sale date to be considered for a workout. We were constantly calling them and not one time did anyone tell us that after compiling documents and sending them by XX/XX/XXXX they were just going to reject all of the paper work and hope of getting our mortgage back on track. We were never told that this information until today. We are asking for help in acquiring a desired Loan Modification and stopping the sale date scheduled for auction XX/XX/XXXX. Thank You
Company Response: Closed with explanation

Timely Response

2018-05-15

Bellaire, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX I called called carrington mortgage regarding my escrow refund that had been returned by my bank. I incurred various bank fee because this check had been cashed the week prior. I was told this was a bank error. Then I was told It would have to be researched after I provided proof of the returned checks. I went back and forth with carrington for over a week. They told me it was okay to redeposit the check and it was returned again and I have incurred more fees.
Company Response: Closed with explanation

Timely Response