CARRINGTON MORTGAGE SERVICES, LLC

2017-12-26

Bowie, MD

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

2017-12-26

LA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX XXXX sold my loan to Carrington Mortgage in XXXX XXXX. I was told by XXXX XXXX XXXX that everything that was in place with XXXX XXXX XXXX would be honored by Carrington once the loan was sold. After the transfer to Carrington I was told that Carrington did not honor everything that XXXX XXXX XXXX told me. I was in a loan modification at the time in which i was completing my 6 years without missing any payments and had to call XXXX to help make XXXX honor my loan modification. XXXX XXXX XXXX told me that I would be entitled to a RECAST by my consular XXXX XXXX XXXX after my six year and Carrington told me the would not honor that.
Company Response: Closed with explanation

Timely Response

2017-12-26

Oxford, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: This is continously happening as we further conduct research in regards, to our properties. Our home located at XXXX XXXX XXXX, XXXX Georgia XXXX was purchased in XX/XX/XXXX. The orginial lender was XXXX XXXX which funded the original purchase amount located in the attached documents. The mortgage was later sold to XXXX. We understood the home had an ARM, however the payments were increasing astronmomically. I questioned the mortgage company in regard to this situation, but did not receive a sensible response. Approximately, 3 weeks ago a Realist Report was pulled only to find someone refinanced our property. We have NEVER refinanced any of our properties. Please investigate asap. We are finding others were taking advantage of our good credit ratings and committing mortgage fraud. The company which supposely refinanced our who by SOMEONE, is unknown to us. The house was refinanced in XX/XX/XXXX??? How can this be happening. This is crazy and if we had not researched we would have never caught it. Documents are uploaded. The load was sold to Carrington from XXXX. Carrington is in currently holding a fraudlent loan and we WILL not be responsible for it. Also, a REINSTATEMENT for a loan we never took out in XX/XX/XXXX?
Company Response: Closed with explanation

Timely Response

2017-12-22

Willingboro, NJ

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

2017-12-21

Pinellas Park, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: I would like to file a formal complaint with Carrington Mortgage Services, as well as XXXX.I have escrow issues with regards to : Forced Hazard Insurance placed on my account/home. 1st complaint : My payment increased substantially from XXXX to XXXX that 's a $ 230 monthly increase ( {$2700.00} annually ). 2nd complaint : The payment hike is only 1 issue, when I called the insurance company they have no idea of who I am, and the policy number I give them is not with them. Carrington tells me I was insured by them ( XXXX ) XXXX and will be covered by them XXXX.. Furthermore, after hurricane IRMA I called XXXX to file an insurance claim, an adjuster came by the house - and of course claim denied. But if the adjuster came out would n't that mean the policy is valid??
Company Response: Closed with explanation

Timely Response

2017-12-20

Coalinga, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have a 3rd party person to talk for me. When she try 's to do so the mortgage co. tells her that they have to down load the paper work she has sent them. They told her that they are still doing work from XXXX/XXXX/XXXX she sent the paper work on XXXX/XXXX/XXXX. The last time she spoke to them they said they had the paper work but ca n't talk to her till it is down loaded my sale date is XXXX/XXXX/XXXX by the time they get it down loaded there will not be much time to try to stop the sale of my home. I do n't understand why down loading paper work should take so long with the technology of today it should take a few days and not weeks to get it done.
Company Response: Closed with explanation

Timely Response

2017-12-20

Cementville, IN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-20

Richmond, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-19

Bartlett, TN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-19

Spring Hill, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: My loan was originally with XXXX XXXX XXXX starting in XX/XX/XXXX. We refinanced the loan with XXXX XXXX XXXX in XX/XX/XXXX. Up until XX/XX/XXXX, I had always made my payments in the branch. In this seven-year time period, I was never late on my mortgage payment. I 've attached proof validating this claim. In XX/XX/XXXX, I went into my local branch to make my XXXX payment and was informed that my loan was no longer with XXXX XXXX XXXX and they could n't provide me with the information of where it was transferred to. A few days later, I followed up with the rep at the local branch and was told that the mortgage was transferred to Carrington Mortgage and not to worry about the XXXX payment since the transfer just happened. I was given a number to contact them so that I could make my XXXX payment. I contacted Carrington to make my XXXX mortgage payment and was told that there was no record of my loan being transferred to them. I was told that if the mortgage was recently transferred that I had 60 days before the transfer would be completed and not to worry about the XXXX payment. I will be completely honest, I truly thought that since everything was being transferred, that there would n't be a payment due for XXXX ; especially since i was informed by two different individuals from two respected companies. Maybe it was in the way that the message was relayed. At no time, up to this point had I received any correspondence pertaining to the transfer of my mortgage. In XXXX, I made my first payment with Carrington. I then made my XXXX payment. It was n't until the end of XXXX that I was made aware that my loan was 30 days past due. This was the first time that anyone from Carrington had contacted me to tell me that my loan is past due. I was confused about this phone call because I did n't realize that the payment in XXXX was still due. I informed the rep that I was under the impression that the mortgage would commensurate once the transfer was completed with no payment due in XXXX. The other issue was that I did n't have any available funds to get caught up. I explained everything to the rep and asked if there was anything that could be done to help. I even told her that when I spoke with both XXXX XXXX XXXX and when I tried to make the payment with Carrington, that since I was given the same information, I stated that this came at an awesome time for the holiday. I would like to believe if that was n't the case, Carrington could 've corrected me at that point. She said no that was n't the case and that is not a problem or concern of theirs, and insisted that I immediately make a payment. This conversation also came at an unfortunate time where our daughter had a severe family medical emergency which placed a huge financial strain on my family. It was not until XXXX that we were able to get caught back up on our mortgage, in which Carrington reported a 30-day late payment for the months of XXXX and XXXX. We recently sold our home and are in the process of purchasing a new home. Because of the miss-communications and the timing of my daughters illness, the late payments are effecting my ability to acquire VA financing on our new home. Prior to the sale of our home, I contacted Carrington Mortgage on XX/XX/XXXX, with my new loan specialist via a conference call. After an hour on the phone with them to get to a supervisor, we asked to provide us with any information that they could showing any messages left or contact made with me stating any differently. We were told that multiple letters went out and they could all be found online, including the letter that was supposedly mailed stating Carrington was going to be the new servicer of the loan and the RESPA guidelines that gave me 60 days before things started to be reported. I informed her that there were no such letters online, except for titled Loss Mitigation from ( screen shot attached along with the letter itself ). She stated that the XXXX letter was the same letter mailed on multiple occasions and that everything that is mailed to me is online. I again informed her that there were no other letters, asides from the one, and that I never received anything. I asked her to please review the history of attempts that were made to me and I was told that there were alleged calls made with no voicemails and that the first time that we made contact was in which I mentioned in this complaint. I asked if there was any way to listen to any calls that were had with me and was told that they are not available. I was instructed that the only way that we could dispute this information is to send a request in writing to Carringtons dispute department. I was told that there is a 30-day turnaround time for this request. On XX/XX/XXXX, I faxed the letter to Carrington ( attached ) pleading my case and hadnt heard anything from them within their stated 30-day timeframe. On XX/XX/XXXX, I contacted Carrington since I hadnt heard back. The rep stated that they mailed the info to me to my old address. The rep read the letter to me. The new issue that came up was that claim to have had a conversation with me on XXXX. This was untrue, and I asked the rep why I wasnt told this when I initially called in XXXX questioning the history. She said that she didnt know and could only read us what she had in front of her. I asked who I can speak to in the disputes department and was told that the decision is final and nobody else can help. This is what lead me to this complaint. In my original request, I made a heartfelt request to take into consideration the following : The miscommunication/misinterpretation of the communications with/from XXXX XXXX XXXX and Carrington Proof of payment history, reflected on my credit report showing Ive never been late on a Mortgage payment in my life The fact that at the time this was discovered/ my daughters medical needs put us in an impossible situation That once we were financially able to rectify the situation, we did and have not been late since The fact that this is going to damage the ability to get VA financing on our new home I do not feel that they are being truthful, nor have they been able to provide me with any supporting documentation. Ive asked them to fax me this correspondence twice and to have it mailed back to me. I have yet to receive either. This company has had the worst customer service and will never allow me to speak to anyone in authority to help with this matter.
Company Response: Closed with explanation

Timely Response

2017-12-19

Bartlett, TN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-19

Las Vegas, NV

Struggling to pay mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2017-12-18

LA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: On XXXX XXXX, XXXX a major flood occurred in Louisiana involving my home. I got behind on my Mortgage, but was able to get caught up by XXXX of XXXX through a repayment plan. After hurricane Harvey in Texas, business slowed and I got behind on payments again. I asked again for a repayment plan, but I could not afford such large payments with the additional late fees imposed. I sent a full payment for XXXX XXXX on XXXX XXXX through XXXX XXXX, but the payment was declined by the Mortgage company. I received the notice on XXXX XXXX of the payment being declined, so I contacted the mortgage company. The representative on the phone kept insisting that I was 4 months behind and refused to work out anything except a deed-in-lieu or a cash sale. A letter sent in XXXX of XXXX states they would accept partial payments by placing the monies in a pending account until there was an entire payment accumulated, yet they would not accept a full payment for XXXX on XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2017-12-18

Itasca, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XXXX XXXX XXXX, my loan was sold from XXXX XXXX XXXX to Carrington Mortgage Services. My name is XXXX XXXX. I am the heir of the estate of XXXX XXXX. When my loan was with XXXX XXXX XXXX, I submitted all the paperwork necessary to change the ownership to read ESTATE OF XXXX XXXX. I was able to speak on behalf of the loan and conduct all transactions. Upon the sale of the loan, after the welcome letter, the entire ownership revereted back to read XXXX XXXX. I called Carrington in XXXX, XXXX XXXX and sent a QUALIFIED WRITTEN REQUEST to them AGAIN providing the death certificate and proof that the ownership is wrong based on XXXX XXXX XXXXXXXX. They have to date NOT changed the ownership, asked me to place a password on the loan on XXXX/XXXX/XXXX, which I did do and NOT HONOR it. They have charged me a {$9.00} automated violation fee which I did not authorize and I am NOT in foreclosure, so no fees should be assessed to me. This should be refunded. Finally, I can not even get information from them, they speak in circles. Today, XXXX/XXXX/XXXX, I tried to resolve this with XXXX, and he would not give me ANY INFORMATION. Even though previously they had confirmed they received all the documents regarding my fathers XXXX.
Company Response: Closed with explanation

Timely Response

2017-12-15

Ocklawaha, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: I received notice from Carrington Mortgage Services LLC that my monthly payment would increase by {$12.00} per month for the next year to cover anticipated escrow charges. I offered to send in a check for {$140.00} to cover the next year 's escrow. Carrington representatives XXXX XXXX and XXXX ) told me it did n't matter what I sent in the payments would not change. The company refused to offer this basic customer service.
Company Response: Closed with explanation

Timely Response

2017-12-15

Lk Buena Vis, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Carrington Mortgage has been giving me the big runaround about a loan modification, meanwhile they are tacking excessive fees running up the amount they say they are owed. I demand that they produce a promissory note or some other proof that they are the bank that even owns the property. I should not have to hire an attorney to force them to produce proof that they are they have a legitimate copy of the note, especially if they are going to try to claim that they are owed way above what the monthly payment should be.
Company Response: Closed with explanation

Timely Response

2017-12-15

Decatur, GA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-12-15

Ridley Park, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-14

Salton City, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-14

Sebring, FL

Incorrect information on your report

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

Account status incorrect
Complaint: We were on and protected by the FEMA/Government forbearance after Hurricane Irma, during which time both myself and my wife 's credit report was negatively impacted when our mortgage company Carrington Mortgage reported us as late on our mortgage. I called and was told there was " a mistake and some ... a few customers were mistakingly reported to the Credit Bureaus but they would issue a retraction ''. Mine was corrected, my wife 's however was not. Ive called several times on this matter and either their computers are down or something. I called this morning XXXX/XXXX/XXXX to try to get this taken care of. The customer service rep puts me on hold then comes back a few minutes later to tell me I will have to pull a copy of my wife 's credit report from one of the 3 bureaus and then fax or mail it in. I asked why I would have to do that now when I did n't have to do that before? She said she was n't sure but if I wanted it fixed thats what I would have to do. I said no I should n't have to spend my own money to fix a mistake your company made. And then I asked to speak to someone in that investigation department. She said she is that department. I asked why when I called the other day I was on hold to be transferred but their computers were down? ... she said that I called a different department, I said no it was customer service. So now customer service is the investigation department I guess. I should not have to go through this much trouble to fix a mistake on their part. I do believe they are discriminating against me as I filed a complaint on them before for their terrible customer service and mishandling of my mortgage and this is how they retaliate. I also just this past week opted out of a mortgage modification with them after they told me I would not be able to make my XXXX payment and would have to wait till XXXX to make my first payment. I said XXXX no I am not going to be late on my mortgage and go through all this again. The rep told me well thats how this works, you have to be behind if there is a hardship. I told them to cancel the modification I opt out. Today since my account was just unlocked to make my payment before the XXXX, I find another {$20.00} fee accessed to my payment. When I asked the above first mentioned rep she said it is a Property Preservation Fee that was made to the account on XXXX/XXXX/XXXX. I said no my mortgage has been current as of XXXX and I will dispute any other fees as you guys already charged me two {$20.00} fees ( FEMA Natural Disaster Billed Fee ) while under the forbearance. The former complaint I filed was closed after the mortgage company sent in a bunch of misinformation and out right lies regarding contacts, dates, etc, to which I never got the opportunity to rebuttal. I would hope this complaint is received with more merit and a little investigation into Carringtons handling of mortgages and credit reporting!
Company Response: Closed with explanation

Timely Response

2017-12-14

Albertville, AL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-13

Baltimore, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-13

Ridley Park, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-11

Federal Way, WA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: In XX/XX/XXXX. I was contacted by a realty company advising me of the different options that are available to me. I was never advised by Carrington that there was others options than going through a foreclosure. My realtor has received an offer on the property. I was recently advised that I was denied to participate in a short sale as my account was to much past due. In XX/XX/XXXX my lender was switch to Carrington. In the past was denied a modification and now a short sale. They are insisting that I have to go through a foreclosure and that there are no other options available. I do n't believe this right or correct. Please help me in anyway possible to avoid foreclosure and salvage my credit in order to proceeding with the short sale of the home. We have a far market value offer we 've received on the property.
Company Response: Closed with explanation

Timely Response

2017-12-11

Coral Springs, FL

Problem with a company's investigation into an existing issue

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Company Response: Closed with explanation

Timely Response