CARRINGTON MORTGAGE SERVICES, LLC
Consumer Complaints
There are over 3157 complaints on file for CARRINGTON MORTGAGE SERVICES, LLC. Dated between 2019-11-27 and 2012-05-22.
Complaints Page 38
2018-01-10
Fort Worth, TX
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-01-10
Little Rock, AR
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-01-10
Bostonia, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Carrington Mortgage Services XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Authorization has been faxed in starting XX/XX/XXXX, and also on XX/XX/XXXX, and multiple times on XX/XX/XXXX.
I spoke to a rep from CMS today and I was told they are running about 30 days behind on processing authorizations, as they do not have the staffing to process their current file load.
What is is going on?
Company Response: Closed with explanation
2018-01-09
Arlington, TX
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2018-01-09
Clover, SC
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-01-09
Gr, MI
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I fell behind on mortgage due a loss income, increase in expenses and divorce. I contacted XXXX XXXX XXXX in XXXX XXXX, Michigan. I was working with XXXX XXXX who was one of their financial counselors. She helped complete a lost mitigation application and it was submitted on XXXX XXXX, XXXX. Carrington kept requesting documents that were already submitted. This was n't the first time they have done this to me when submitting a loss mitigation application. I filed a complaint with CFPB back in XXXX of XXXX regarding the same issue. Complaint number XXXX. All the documents that were requested were sent on XXXX XXXX, XXXX. XXXX XXXX took over my case at XXXX XXXX XXXX. He contacted Carrington on XXXX XXXX, XXXX and was informed that my case had been closed because I did not submit the documents that we were being requested which were sent on XXXX XXXX. XXXX suggested to resubmit a new application since Carrington had already closed my case and they were n't willing to re-open it. A completed application was submitted on XXXX XXXX, XXXX. I have attached a copy of the entire application. I was told on XXXX XXXX, XXXX that my case was close because I submitted an incomplete application. XXXX contacted Carrington and was told that I was missing the following : -Recent paystubs ( which are on pages XXXX ) -Bank Statements ( which are on pages XXXX ) -Letter stating how many household members are in the house ( which is on page XXXX XXXX paragraph. This information is also listed on my food stamp benefit letter found on pages XXXX. ) I did not receive a written notice or email stating that this information was missing ( even though this information was not missing. ) I think that what Carrington is doing is unfair to me and all the work that XXXX XXXX XXXX has put into my case. They have been giving me the runaround for over a year and they have closed my case twice for invalid reasons. I am asking Carrington to review my application completely and to read and pay attention to all the documents that are submitted. This will be 4th time applying for loan modification. All I want is to ensure that my kids and I have a place to live. Thank you for taking the time to review my complaint. I have attached my completed application from XXXX/XXXX/XXXX and the fax confirmation stating that my application was received.
Company Response: Closed with explanation
2018-01-08
Norfolk, VA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: On XXXX XXXX, 2018, I received a call from Carrington Mortgage informing me that my payment for XX/XX/XXXX was not able to be processed. Upon further investigation, it was determined that the payment was not able to be processed because when I entered my baking account information, I accidentally transposed a number. I informed the representative that I was able to make the payment. She informed me that there would be a {$20.00} charge for taking the payment over the phone. I asked her if that fee could be waived and she said that she would have to speak with a supervisor and she put me on hold. When she came back to the line she stated that the supervisor was not willing to wave the fee. I then asked if I could speak to a supervisor. She put me on hold and when she came back to the line she said that she had XXXX ( # XXXX ) on the line. I explained to him that I realized that this was my mistake but asked if he could wave the fee anyway along with the late fee for XX/XX/XXXX. He stated to me that Carrington never reverse fees unless they made the mistake. At this time, I just decided to go ahead and make the payment. XXXX told me that I could not just make my regular payment, I now had to include the late fee. I told him that I only wanted to make my regular payment. He again told me that he would not take my payment unless I included the late fee. I then asked him to let me speak to another supervisor and he refused. I then asked him to transfer me back to customer service so that I could make my payment and he said that my payment would not be accepted. He then told me to have a good day and hung up. I then called back to customer service and I was able to make my regular payment and was given a confirmation number. Also, during the call with the first customer representative I was informed that I had additional fees assessed to my account that I had no knowledge of with the exception of the late fees. The fees are as follows : Property Inspection fees {$100.00}, Late Fees {$370.00}, Appraisal Fee {$440.00} and a Broker Opinion Fee {$400.00}. At one point I had decided to do a " short sale '' but changed my mind. I canceled the sale before the appraisal could be done so I just do n't understand how I could be charged an appraisal fee along with a broker opinion fee.
Company Response: Closed with explanation
2018-01-08
Weston, ID
Trouble during payment process
Mortgage: FHA mortgage
Complaint: My Mortgage company has pulled a double payment from my account. I called the and they told me I need to go through a process to get the payment back. This makes me late on the rest of my obligations. I made a mistake earlier in the month on my payment and got this resolved through my credit union. I looked at my account on the XXXX of the month and it said my payment was returned because they could not find my account. Also Early this past year I was going to refinance my loan with this company and the loan officer ( XXXX ) told me there would be NO FEES to complete this process. At he end after getting all the documents for Carrrington and was time to complete the refinance the truth came out on all the fees. This lender is very deceitful and I want both problems looked into Please. I have a more problems then anyone needs to go through. Thank you XXXX XXXX. PS I 'm not positive the is a FHA Loan
Company Response: Closed with explanation
2018-01-08
Gages Lake, IL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-01-05
Macon, VA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-01-05
Olathe, KS
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Per previous complaint all documents sent faxed and emailed, Now all the paperwork that THEY lost is outdated. I have just now emailed all current pay stubs from XX/XX/XXXXthrough XX/XX/XXXX. Again this is a problem on Carrington's part. I hand carried the documents to a branch in XXXX XXXX Missouri handed them to XXXX XXXX – NMLS ID # XXXX Area VP – XXXX XXXX Carrington Mortgage Services, LLCXXXX XXXX XXXX XXXX XXXX, MO XXXX Phone: XXXX Cell: XXXXFax: XXXX Email: XXXX State Licenses: MO, KS, OK, IA, AR, NE, MI and the first person I spoke said there was no branch in Missouri. So here we are again.
Company Response: Closed with explanation
2018-01-05
El Paso, TX
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-01-04
San Jacinto, CA
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2018-01-04
Marietta, GA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-01-03
Anchorage, AK
Struggling to pay mortgage
Mortgage: VA mortgage
Company Response: Closed with explanation
2018-01-02
Clermont, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-12-31
MI
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Hello Im XXXX XXXX and I have been receiving inflated fees and premiums from Carrington for the last three years. My fees and premiums started out at {$760.00} and then {$820.00}, and now {$860.00}. There is no reason my premium should rise, I am a realtor and have access to my taxes, they have not risen, I have access to my insurance it has went down from {$1100.00} a year to {$520.00}. I believe that Carrington Mortgage has violated my consumer rights and the Fair Housing statues. I will contact the appropriate government agencies to investigate my account and Carrington Mortgage Service LLC. I have previously contacted financial service for the government thru the FTC to complain about the Carringtons discrimination practices in my refinancing process and now I discover another inflation of my fees and premium. I believe that my account is being padded financial gain and is unlawful, I have had no previous notices explaining non-of the increases, which should not have been. With my insurance going down and my taxes going down my premium should have been {$760.00} for the last 2 years. I request that Carrington credit my account or send me the access fees. I believe I am a victim of I financial crime.
Company Response: Closed with explanation
2017-12-29
Northside, NC
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: Services is refusing to review loan workout package. Advised that they will only foreclose. Full document packaged received by serviced on XXXX/XXXX/XXXX.
They confirmed it was in house. Advised no sale date. Advised that I need to vacate home and they would secure it. To let it go to foreclosure.
Company Response: Closed with explanation
2017-12-29
Mboro, TN
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-12-29
Cartersville, SC
Incorrect information on your report
Mortgage: Conventional home mortgage
Complaint: I acquired a mortgage through XXXX XXXX XXXX inXX/XX/XXXX. The loan amount was {$45000.00}. This was for the purchase of a mobile home and land. The account was sold to XXXX XXXX about a year later. Several years later the account was sold again to XXXX XXXX XXXX I had gotten behind on payments and borrowed {$12000.00} for my in-laws to catch things up and pay the late fees. This was late XXXX early XXXX. I can provide a copy of this payment from my in laws to XXXX upon request. I will have to get the cancelled check/bank records from them. This {$12000.00} payment was not credited to the account when it was sold to Carrington Mortgage within 30 days of accepting the payment. I have tried to resolve that through both XXXX and Carrington with no luck. One always refers me to the other.
After XXXX XXXX XXXX XXXX XXXX in XXXX XXXX I was working with Carrington to get out from under the Home. I had moved and no longer wanted that property. I was planning to sell for the payoff. I was offered a deed in lieu by Carrington, initially they said the would pay me {$3000.00} to agree to the deed in lieu and I would be free and clear of the property with no owed balance. Basically, they would take the home and property in exchange for the payoff. This took months, I dealt with a guy named XXXX for months on this issue. I was told initially that there were some liens against the property that were holding things up. The liens turned out to be 1. Against someone with a very similar name to mine, but not me by any means and not someone who ever had anything to do with the property or Home. 2. Against the guy I purchased the home from, the lien was placed against him after we closed on the Home with the attorneys, so was wrongfully places on the property. He no longer owned it when the lien was placed. Finally in XX/XX/XXXX XXXX advised me that we were all done. In XX/XX/XXXX my credit report changed to show that my Carrington account was closed due to deed in lieu. In XX/XX/XXXX Carrington called me inquiring about a payment, I was shocked. I told the woman that called me that the account was closed and that they had owned the property since XX/XX/XXXX She said that her records showed the liens stated above had kept the deep in lieu from being final. I explained the changes to my credit report and pulled it up while on the phone with her to confirm. She said she was going to speak with the company attorneys and get the issue resolved and would contact me back within a week. I never was contacted back, but later that week my credit report was changed and the Carrington account reopened. Now showing a balance of {$85000.00} +, {$40000.00} more than my initial loan in XXXX. I tried to contact them using the number provided on my credit report only to find 30-40 minutes of never ending ads on insurance, cruises, etc. I was never able to get anyone on the phone. I tried e-mailing XXXX as that was how most of our communication was in the past with never a return email. Finally in late XX/XX/XXXXI was contacted again inquiring about payment. I explained my situation and the changes to my credit report. I also explained that there was no maintenance or upkeep of any kind with the home or property for several months due to me being under the impression that I no longer owned the home. Again, she advised me that she would be in contact within 3 days. 3 days later later my credit report was altered again to remove statements and wordage regarding the deed in lieu. I have copies of these credit reports before and after all changes. I have not been able to get in touch with anyone since that day. I have tried calling, leaving voicemails, and emailing with no replies. Im not sure where to go from here. The effect this has on my credit is disabling. I have asked on several occasions from both XXXX and Carrington for a copy of my original contract or note and they have failed to provide the document for me
Company Response: Closed with explanation
2017-12-28
MI
Applying for a mortgage or refinancing an existing mortgage
Mortgage: VA mortgage
Complaint: I was denied a VA refinance with Carrington Mortgage, my home is in Michigan and I have a second state residence of Alabama part of the year because I work part of the year in Alabama. The Mortgage company researched my voting registration and says since I 'm registered to vote in Alabama, and researched my adult son and my grandchildren who lives with me and researched my grandchildren school registration in Michigan at my address and denied me. I never heard of such invasion they checked my XXXX and found I was XXXX and on the day of closing came up with all of the above.
Company Response: Closed with explanation
2017-12-28
Absecon, NJ
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Closed with explanation
2017-12-28
Olathe, KS
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I received a demand letter for {$9100.00} due XX/XX/XXXX. However I have not received anything regarding the request for modification. I did however receive a letter with my contact phone number of XXXX which was my XXXX 's phone number who XXXX XXXX XX/XX/XXXX so the number is no longer active and I have no idea where they got the number? I have emailed the 62 page documents along with the RMA. I was told page five of the RMA was not dated but I am looking at it and it was dated XX/XX/XXXX. Please modify my mortgage!
Company Response: Closed with explanation
2017-12-27
AL
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I am writing due to an error Carrington Mortgage has made on my account for the month of XXXX XXXX or XXXX XXXX ( depending on who you speak with at Carrington ) where they were paid but state they were not. Carrington Mortgage purchased my mortgage from XXXX in late XXXX XXXX and paying my mortgage has been a headache since then. I have spoken to customer service multiple times throughout the years regarding Carrington Mortgages determination that I am one month behind on my mortgage and have been for quite some time ( this has resulted in more than 1 letter of intent to foreclose sent to me, most recent one received only a few weeks ago ). I called about the last letter of intent to foreclose as soon as I received the letter and the customer service representative I spoke with said a payment had been received after the letter had been sent out & I was now only 1 month behind ( I am not ) and told me " not to worry about the letter ''. Huh? Just do n't worry about you guys stealing my home from underneath me?????? I do n't think so. In all of this time, I have never received an adequate explanation as to how I am behind when I have never missed a payment. Prior to last week, nobody at Carrington could even tell me the month I supposedly did n't pay. After speaking with a different customer service representative on XXXX/XXXX/XXXX, it was discovered that the payment made to Carrington Bank in the amount of {$560.00} on XXXX/XXXX/XXXX was never credited to my account although it was taken out of my account by Carrington. I faxed & emailed my issue to the Research Department ( per conversation with the above customer service representative ) on XXXX/XXXX/XXXX. But as I have been told that the research department has 30 days before they even have to look at the complaint, I took additional action because if past experience with Carrington is any indication, they will continue to send threats of foreclosure and state I never paid some imaginary month. I then contacted Carrington Mortgage Customer Advocacy Department by phone on XXXX/XXXX/XXXX as I want to make sure that this is corrected and at this point, after speaking with an extremely unpleasant " customer advocacy '' employee, I was told XXXX payment was never received. The advocacy line employee was very dismissive and condescending and the only advocating that was done was for his employer. When questioned why I am now being told something different than I was told last week, the employee just continued to tell me I did n't pay in XXXX. I was also told by customer advocacy that the research department does not accept calls when I asked for a phone number to contact them directly. I have attached evidence of the payments and would like for this to be corrected immediately as well as removal of any negative marks on my credit report as a result of Carringtons error. I have evidence of EVERY payment made to Carrington and have NOT missed a payment. I am beyond tired of being threatened with foreclosure, hit with additional fees and with wasting my time trying to get this company to fix this problem that they created. Calling them is a waste of time, emailing them is a waste of time and I personally have never dealt with such an inept company .I now pay them via bill pay with my bank because they charge a fee for paying mortgage online or by phone & I wouldnt trust mailing a payment to them to save my soul. I have also discovered at least 4 separate {$20.00} fees charged to my account for expenses due to being a month behind.such as property inspection. I would also like for those fees to be refunded. When this first became an issue, I assumed there was just a mistake but the more that I push for an explanation & attempt to get this solved ... ... .the more difficult Carrington Mortgage becomes. I had requested a detailed statement, after the last foreclosure letter, of every payment Carrington has received from me since they took over my loan, when each payment was received, etc so that I can see where the problem is. The papers they sent me are " gobbledygook '' for lack of a better term ... filled with abbreviations and acronyms and no layman could make sense of it. I have found them to be stalling me at every turn, never telling me the same thing twice, they have consistently made the simple act of just paying your monthly mortgage payment unbelievably difficult AND expensive ... .there is no way to pay your mortgage online or via phone without incurring additional charges ... .every request for paperwork or verification is met with ridiculous amounts of wait time. There is not even a way to actually SPEAK to the research department, which is where you are told to send all complaints about errors. I was literally told by the customer advocacy employee that " they do n't accept calls ''. I will not stop until this is resolved. But what about the customers who are unable to fight this? I firmly believe that Carrington Mortgage is the very definition of a predatory lender and needs to be investigated thoroughly. Paying your mortgage & having it applied correctly should not be a back breaking chore. I have had numerous mortgage companies in the past and have NEVER experienced anything like this.
Company Response: Closed with explanation
2017-12-27
Denver, CO
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation