CARRINGTON MORTGAGE SERVICES, LLC

2018-04-14

FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: For the second time now Carrington Mortgage has come through on my bank account 2 days earlier ( agreement date is the 16th of every month ) then our agreed upon date. Causing overdrafts as well as locking up my account. Their document, which I have attached is by Carrington, clearly states the money will never be drafted prior to date submitted on AHCAuthorization form, XXXX : //www.carringtonms.com/XXXX-ACHAuthorization.pdf Per Carrington 's agreement form : " Once your Automatic Payments have begun, your payment will not be debited prior to the dates you selected on the authorization form. However, payments may periodically be delayed by weekends, holidays or administrative interruptions. You understand that CMS will continue to debit my account for the full term of your note or until you provide notice that you wish to cancel automatic payments ''. I called them the first time this happened and they assured me they'd correct it but they did not. I called bank this morning and they told me they have nothing to do with the date the payment is withdrawn and if it's withdrawn early ; it is because the mortgage company sent it early. *Bank Statement on XX/XX/18 attached and shows overdrawn status.
Company Response: Closed with explanation

Timely Response

2018-04-13

Palos Park, IL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My loan was sold from XXXX XXXX XXXX to Carrington Mortgage. Carrington Mortgage raised my mortgage by XXXX dollars per month for escrow. The escrow balance is positive and they would have had a 1/6 cushion as allowed by law. The property taxes are XXXX dollars and the home owners insurance XXXX. So the escrow total is about XXXX. Carrington is now charging me XXXX per month for escort, which comes out to XXXX per year. This is nearly one hundred percent of what is allowed by law. I tried to work with Carrington to resolve the issue but they did not work with me. Name of mortgagor is XXXX XXXX and the loan number is XXXX
Company Response: Closed with explanation

Timely Response

2018-04-12

Jacksonville, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I XXXX XXXX XXXX, obtained a " Interest Only '' Loan with XXXX XXXX inXX/XX/XXXX, and I paid flawlessly until notified XXXX onXX/XX/XXXX that I was scheduled to retire in XX/XX/XXXX and wanted a Loan with Payment on the Principal not just the interest by a Loan Modification. On XX/XX/XXXX, XXXX informed that the Loan was now being service by XXXX. XXXX steadfastly continue to ask for the XXXX over and over while changing Loan Representatives whom continue to say the file is incomplete. When they finally offered a Loan Modification, it was based on MY SALARY, not my RETIREMENT BENEFITS! I listed the property to SHORT SELL, but XXXX kept refusing the offers, then the Mortgage was transferred to Carrington Mortgage Service on or about XX/XX/XXXX. I used XXXX XXXX XXXX XXXX of Florida to help prepared the Loan Modification Packages and after several Months of sending packages to different Loan Representatives, we finally assigned a thorough, competent Representative, XXXX XXXX, who informed my Representative, XXXX XXXX of XXXX XXXX XXXX, that the Underwriter denied the Loan Modification because my retirement income of XXXX and my non-contributing Borrower, and Spouse retirement income of XXXX was insufficient to offer a Loan Modification based on their Investor 's Guidelines. As Seniors we worked hard and retire only to be told we can not remain in our home after paying for 15 years XXXX plus to XXXXXXXX XXXX over {$320000.00} IN INTEREST ONLY!
Company Response: Closed with explanation

Timely Response

2018-04-11

Lewisville, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX I received a claim check for roof damage on my home. After deductible was removed, the check amount was for {$3900.00}. I found and paid a contractor to perform the roof repair in XX/XX/XXXX. I submitted the insurance information as well as the endorsed check to my mortgage company. I submitted a paid receipt and " no lien '' statement from the contractor, an inspection was done by the mortgage company and they did a verbal with the contractor at that time. Per conversations with the mortgage company, once that process was complete, they could release the money. Now they have decided to require original bids from the contractor which I did not get. The work done is even listed on the document that he sent in and the roof has been inspected. They claim that they can require more from me than what is in writing for a claim under 10 K, because I was late on the mortgage at the time of the loss a year ago. I understand that IF I had not already had the work done. I am also NOT late on the mortgage now. The mortgage company is at 0 % risk. I have completed the work, used a contractor, paid my mortgage and just want to be given what is MINE. I pay my home insurance premium to be insured not so that my mortgage company can cash my check and collect interest on my money. The following is the word for word statement in Carrington Mortgage 's Claim packet of required information for a claim under 10 K. " What do I need to provide if my loan is current and my net claim is equal to or under 10,000? If your loan is current and your net claim is equal to or under 10,000, forward your un-endorsed insurance claim check along with a copy of the insurance estimate for the claim. If the above is confirmed, we will endorse your check and return it to you via regular mail with the USPS unless a prepaid envelope is provided. What documents are required? *Un-endorsed Insurance Claim Check * Insurance Adjuster 's Damage Estimate '' I would greatly appreciate some help in this matter.
Company Response: Closed with explanation

Timely Response

2018-04-11

KY

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: Carrington Mortgage Services {$120000.00} Opened XX/XX/XXXX Closed ( paid off ) XX/XX/XXXX This was paid in full, however is still showing " open '' on my report. I contacted Carrington and was told that they had already reported it as " closed ''. I have received all paperwork stating the payoff, returned balances of escrow accounts in form of checks, etc.
Company Response: Closed with explanation

Timely Response

2018-04-10

MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I sent a previous complaint XXXX ; this is in follow up. In summary Carrington Mortgage took over my loan from XXXX XXXX in XX/XX/XXXX per the initial letter. I have been making payments to them monthly since XX/XX/XXXX. They sent me an intent to foreclosure letter. My mortgage payment is {$1100.00} at 11.2 % interest rate. I was in touch with them and completed loan modification papers. ( My payments are automatically sent from my account ). The XX/XX/XXXX payment was sent on XX/XX/XXXX and it was returned on XX/XX/XXXX. I received a letter on XX/XX/XXXX stating that they approved me a loan modification, but did not state what the new payment would be, and that they wanted me to make payments of {$1400.00} until the final loan modification documents were confirmed ; starting XX/XX/XXXX. ( The letter said my current loan and agreement were still in place ). If that is the case, then why ask me to pay more than my current mortgage. If I was struggling to pay {$1100.00}, then why would they want me to pay {$1400.00} instead. It makes no sense to me. Any why are they not stating up front what the new loan modification payment would be. I donot want to accept any new arrangement without knowing upfront what the new payments would be. That just does not sound like good business. I told you at the beginning I felt they were deliberately trying to take my home ; this behavior from them seems to be confirming that. They decided to take my mortgage from XXXX XXXX, my question is why if they are not going to help. I did consult legal on XX/XX/XXXX and was advised to continue to make the payments and sign the paperwork from the housing counselor ( which I did ). I received a letter dated XX/XX/XXXX stating that as of XX/XX/XXXX my mortgage was transferred to XXXX XXXX ( XXXX. XXXX XXXX, XXXX XXXX XXXX, XXXX, Texas XXXX ) and that payments should be sent there. However, as of today, XX/XX/XXXX, I have received no official paperwork or letter of introduction from this new servicing company. FYI - the automatic payment of {$1100.00} sent to Carrington Mortgage on XX/XX/XXXX was returned to my account on XX/XX/XXXX. This is an update the housing counselor is following this case.
Company Response: Closed with explanation

Timely Response

2018-04-10

TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX XXXX sold out to Carrington Mortgage while I was waiting on my insurance claim due to Harvey ... Thousands were affected by this storm so I waited my turn ... I have filled out emailed and faxed numerous documents to Carrington ... They seem to have a different answer and form with each call..Carrington has sent out a inspector and know what my money has been spent on.How long do I suffer because I had proper insurance coverage???
Company Response: Closed with explanation

Timely Response

2018-04-10

Chester, NY

Trouble during payment process

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

Company Response: Closed with explanation

Timely Response

2018-04-09

Long Beach, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX I mailed {$270.00}. towards unapplied funds. On XX/XX/XXXX I paid $ XXXX.towards XX/XX/XXXX 's Rent On XX/XX/XXXX I money gramed {$85.00}. towards XX/XX/XXXX's Mortgage. I was told I would not be charged a late fee and I was.charged {$75.00}. I called 22 times to still not have my payment showing for XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-04-07

UNITED

Trouble during payment process

Mortgage: FHA mortgage

Complaint: they keep adding 30 day lates to my mortgage pay history they say that no matter how many days the payment is late they can mark it 30 days late if it is not made by the next due date. in XX/XX/XXXX of 18 they have marked my credit 30 days late and it was 28 days late thus adding derogatory information to my credit report that is in accurate. this is not fair credit reporting and they need their practices investigated
Company Response: Closed with explanation

Timely Response

2018-04-07

Ashville, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: After calling our homeowners insurance in XX/XX/XXXX to inquire about coverage for recent water damage to our basement, we were informed that our homeowners insurance was canceled in XX/XX/XXXX. We have been without homeowners insurance for the past 10 months and had no knowledge of this. The insurance guy I spoke with said the mortgage company was billed ( due to it being escrowed ) and they never received a payment in return. You would think I would have been notified as well, but that will be another complaint on a different website at a different time. Our mortgage was transferred to Carrington in XX/XX/XXXX from XXXX. During that time, we had insurance all the way through XX/XX/XXXX that Carrington was continuing to escrow from my mortgage payment. However, Carrington failed to renew the policy by making the payment in XX/XX/XXXX. Because we had no idea our insurance had elapsed, we have continued to make the same monthly payment every single month. Where has all of that escrowed insurance money gone for the past 10 months? Upon calling to find out, I was transferred to many departments, on the phone endless hours, and I still have no answer. I have the escrow analysis report from last year that clearly shows hazard insurance being escrowed and was told by the customer service rep that she can see the same report on her computer screen. I feel as though my loan was sloppily transferred by Carrington, and I demand answers. Carrington has not gone out of their way to help an emergency situation due to my basement being flooded with water from a recent storm/power outage. This is why lenders insure homes, so they are protected and so homeowners have immediate assistance when there isnt an extra pot of money just lying around. Instead, Carrington hasnt confirmed that this home has even been insured for the past 10 months. How scary is that? I also found out after speaking with the Carrington rep that they have us living in a condo instead of the residential property we have lived in for 12 years. Talk about a lack of trust in making sure that your mortgage company will take care of their responsibilities, which ultimately affects the borrower. As soon as this mess is cleared, we will be refinancing with a trustworthy lender who doesnt have a mass amount of negative reviews. How is this company even allowed to operate?
Company Response: Closed with explanation

Timely Response

2018-04-07

FL

Problem with fraud alerts or security freezes

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

Complaint: I live in a federally declared disaster zone from Hurricane Irma. ( XX/XX/2017 ) My mortgage company offered me a 90 day forbearance on my loan, which I accepted. However, after day 34, they reported to all credit bureaus as a missed payment. I called and complained, and they told me that they were fixing it. To ensure no more issues, I told them I will be making all payments as usual and I did. They still reported to all three bureaus the following : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX reported as NO INFO, XX/XX/XXXX was reported as 30 -- 59 days late. Obviously this affected my credit score. I called again to complain and was told it would be fixed by XX/XX/XXXX reporting. It didn't. get fixed. I would like to have full reporting as payment made on time for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX and to remove that 30-59 day mark asap.
Company Response: Closed with explanation

Timely Response

2018-04-06

PA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: XXXX sold my mortgage of nearly a decade to Carrington Mortgage Services , LLC on XX/XX/XXXX. My mortgage payment stayed the same until I received an Escrow Analysis stating my shortage is {$1400.00} and increased my monthly mortgage payment by {$94.00} per month for a CUSHION! In review of this analysis and verification of Taxes and Insurance on the property, there is only a temporary deficit of less than {$150.00} during the month of XXXX every year. Distraught, I called XXXX and asked for their assistance. They informed me I could request the CUSHION to be removed and a reevaluation of the escrow be performed. I called and requested this at least 12 times in one conversation, being transferred higher up in the chain until I was connected to patronizing XXXX, who stated, for the 12th time, that this could not be removed because of my FHA loan and RESPA guidelines. I stated there is no way a loan in place for nearly a decade suddenly goes up that much. He said feel free to file a complaint and that would do nothing to help me and the CUSHION would remain. ALSO, on this same day, XX/XX/XXXX, I received a harassing phone call from Carrington Mortgage demanding my mortgage payment!!! I stated I have NEVER paid my mortgage late and that I had until XX/XX/XXXX to do so! Belligerent XXXX stated it is due NOW and how would I like to pay? I hung up on her. WHAT KIND OF SHADY OPERATION IS THIS???? Please HELP.
Company Response: Closed with explanation

Timely Response

2018-04-05

Hamburg, MN

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-04-05

Berkeley Lake, GA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-04-05

West Duluth, MN

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-05

Newport, TN

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt is not yours
Complaint: I received a phone call around XXXX XXXX a couple of months ago regarding my ex-husband 's wife 's mortgage account with Carrington Mortgage. Informed the company of the situation and they said they would take my name and number off the list. Called Carrington Mortgage the next day and they said that I would have to talk to my ex-husband to have my phone number removed. Spoke to a supervisor and a very heated discussion and informed him that I had been divorced for 17 years and did not sign any paperwork on this mortgage and finally he agreed to remove my information. Last night XX/XX/2018 at XXXX received another call asking for her and informed them of the same information and the person hung up on me. Contacted my ex-husband and told him this need to stop and he said he would contact them on XX/XX/2018. He is not sure how they are getting my contact information. If you call the number back that is contacting me, it says that there is an account associated with my phone number and to enter the last four of the social security number. This is a mortgage on her family home that they purchased from her parents after they were married. I have nothing to do with this mortgage or signed any papers.
Company Response: Closed with explanation

Timely Response

2018-04-05

Coalinga, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-04-04

Grosse Ile, MI

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: My husband and I have submitted a loan modification 3 times in the last 5 months and keep being denied, due to monthly payment increase, according to Carrington mortgage. They will not work with us to help keep our home. I've talked to their loss mitigation department several times about this situation. They are also charging frivolous charges for things that shouldn't pertain to our situation. Every attempt of sending them money has been returned to us because the amount wasn't enough for them.
Company Response: Closed with explanation

Timely Response

2018-04-04

Quartzsite, AZ

Problem with a credit reporting company's investigation into an existing problem

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-04-04

Beyersville, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-04

Ventnor Heights, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: My loan modification was denied based on lack of ability to pay which I believe is incorrect. I've attached supporting documents to substantiate my income. It has always been my intent to repay my loan and keep my home. My home is scheduled for foreclosure on XX/XX/2018. I am only asking for an additional time to explore my options for saving my home and be able to resubmit and an application for loss mitigation.
Company Response: Closed with explanation

Timely Response

2018-04-03

Houston, TX

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-04-03

N Brunswick, NJ

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-04-03

TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Hi, on XX/XX/2018, I received a letter from Carrington mortgage services llc, ( Letter attached ) on the letter says that they will automatically will increase the mortgage payment based on " MY DOCUMENTS AND LAW '', and I want Carrington answer the following questions : 1.-What documents and law they talking about on their letter? 2.- Why they want to automatically increase the mortgage payment without notice? And the most important. 3.- Does Carrington mortgage services llc already read the CONTRACT I signed the loan at XXXX XXXX and XXXX County ? 4.- What part of the contract they don't understand? 5.- Does Carrington want to apply their own rules on this mortgage? 6.- Why they want to withdraw money from my account without notice? I want Carrington to answer these question to me, and to the CONSUMER FINANCIAL PROTECTION BUREAU THERE IS A CONTRACT, and they need to read it.
Company Response: Closed with explanation

Timely Response